Veterinary Customer Service Supervisor – Lead Operations & Team Coaching for Remote Idaho – 3+ Years Experience, ITIL & Lean Six Sigma Certified

About brighthush

brighthush is a forward‑thinking, global leader in animal health solutions, dedicated to improving the lives of pets, livestock, and the people who care for them. With a portfolio that spans innovative therapeutics, diagnostics, and digital tools, brighthush empowers veterinarians and animal health professionals worldwide to deliver the highest standard of care. Our mission is simple: to create healthier futures for animals and the communities that depend on them.

Operating in a rapidly evolving industry, brighthush thrives on collaboration, data‑driven decision making, and a culture that celebrates curiosity, resilience, and continuous improvement. Whether you’re a seasoned professional or an emerging talent, you’ll find a place at brighthush where your expertise is valued, your growth is accelerated, and your impact is felt across the globe.

Why Join brighthush?

• Work with a global brand that is reshaping animal health.
• Enjoy a flexible, remote-first work environment that supports work‑life balance.
• Benefit from a culture of learning – access to internal training, certifications, and mentorship.
• Receive a competitive compensation package that rewards performance and expertise.
• Participate in impactful projects that directly improve animal welfare worldwide.

Position Overview

We are seeking an experienced Veterinary Customer Service Supervisor to lead our remote customer service operations in Idaho. In this role, you will oversee a high‑performing team of customer service representatives, ensuring that every interaction with our veterinary partners is seamless, efficient, and aligned with brighthush’s commitment to excellence. Your leadership will drive operational efficiency, elevate service quality, and foster a culture of continuous improvement.

Key Responsibilities

• Queue Management & Operations Oversight – Design, implement, and refine queueing strategies to ensure optimal workload distribution and SLA compliance.
• Escalation Leadership – Act as the primary point of contact for complex escalations, collaborating with cross‑functional teams to resolve issues swiftly and satisfactorily.
• Team Coaching & Development – Mentor and coach a diverse team of customer service agents, providing feedback, training, and career guidance to maximize performance and engagement.
• Process Improvement – Apply Lean Six Sigma, ITIL, and COPC principles to identify bottlenecks, streamline workflows, and enhance overall service quality.
• Performance Analytics – Monitor key metrics (e.g., first‑contact resolution, average handle time, customer satisfaction scores) and translate data into actionable insights.
• Stakeholder Collaboration – Partner with product, sales, and technical teams to align service initiatives with broader business objectives.
• Compliance & Quality Assurance – Ensure adherence to industry regulations, internal policies, and quality standards across all customer interactions.
• Continuous Learning – Stay current with industry trends, emerging technologies, and best practices in veterinary customer service.

Essential Qualifications

• Minimum 3 years of experience in customer service operations or contact center supervision.
• Strong background in team leadership and performance management.
• Proficiency in ITIL, Lean Six Sigma, COPC, PMP, or PRINCE2 certifications is highly desirable.
• Excellent communication skills in English, both written and verbal.
• Demonstrated ability to analyze data, identify trends, and implement process improvements.
• Experience with remote team management and virtual collaboration tools.
• High level of professionalism, integrity, and customer‑centric mindset.

Preferred Qualifications

• Background in the veterinary or animal health industry.
• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Experience with contact center technology platforms (e.g., Genesys, Five9, Zendesk).
• Knowledge of regulatory compliance within the healthcare or animal health sectors.
• Fluency in additional languages (e.g., Spanish, French) is a plus.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing teams.
• Analytical Thinking: Strong data literacy and problem‑solving capabilities.
• Process Optimization: Proven track record of applying Lean Six Sigma or similar methodologies.
• Customer‑First Mindset: Passion for delivering exceptional service to veterinary professionals.
• Adaptability: Comfortable navigating change in a fast‑paced, remote environment.
• Collaboration: Skilled at building relationships across functional teams.
• Technical Proficiency: Comfortable with CRM, ticketing, and analytics tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the opportunities we provide. As a Customer Service Supervisor, you will:

• Progress to Senior Supervisor or Operations Manager roles within the customer service domain.
• Transition into Product Support, Training, or Quality Assurance leadership positions.
• Lead cross‑functional initiatives that influence product development and customer experience strategy.
• Access to a robust learning portal offering courses in project management, data analytics, and industry certifications.
• Mentor junior staff, fostering a culture of knowledge sharing and professional growth.

Work Environment & Culture at brighthush

Our remote-first culture empowers you to work from anywhere in Idaho while staying connected to a vibrant, global team. We value:

• Flexibility: Flexible hours that accommodate your personal commitments.
• Collaboration: Regular virtual town halls, team huddles, and cross‑departmental projects.
• Inclusive diversity and belonging initiatives that celebrate unique perspectives.
• Recognition programs that celebrate achievements and milestones.
• Access to cutting‑edge technology and tools that streamline your workflow.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and qualifications, brighthush offers a comprehensive benefits package designed to support your well‑being and professional development:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and parental leave.
• 401(k) retirement plan with company match.
• Professional development stipend for certifications and training.
• Employee assistance program and mental health resources.
• Flexible work arrangements and remote work stipend.
• Annual wellness stipend and access to virtual fitness classes.

How to Apply

Ready to lead a dynamic team and shape the future of veterinary customer service? Submit your application through the link below. We look forward to exploring how your expertise can contribute to brighthush’s mission of healthier futures for animals worldwide.