Veterinary Customer Support Specialist – Remote Virtual Care Champion for Pet Parents & Veterinary Teams at brighthush

Introduction

Welcome to brighthush, a pioneering force in the evolving landscape of veterinary care. Since our founding in 2020, we have blended state‑of‑the‑art technology with heartfelt, personalized service to bring high‑quality veterinary care to pet parents wherever they are. Whether it’s an in‑person clinic visit, a tele‑consultation, or a fully integrated virtual care experience, we empower veterinarians and pet owners to connect, communicate, and collaborate in real time. With a growing team of 51‑200 professionals spread across the United States, brighthush is headquartered in Charlotte, North Carolina, yet our impact reaches every corner of the country. We thrive on a culture of innovation, empathy, and continuous learning—values that guide every interaction, from the first phone call to the final follow‑up email.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is redefining how veterinary care is delivered. As a Remote Veterinary Customer Support Specialist, you’ll serve as the frontline ambassador for our Virtual Care team, ensuring that every pet parent feels heard, supported, and empowered. You’ll collaborate with licensed veterinarians, clinic partners, and operations experts to create seamless, patient‑centric experiences—all from the comfort of your own home. This role offers the unique opportunity to blend your passion for animal welfare with cutting‑edge technology, making a tangible difference in the lives of pets and their families.

Key Responsibilities

• Deliver Exceptional Customer Service: Provide timely, courteous, and accurate support to pet parents via phone, text, and email, ensuring every interaction reflects brighthush’s commitment to empathy and professionalism.
• Appointment Scheduling & Basic Care Guidance: Coordinate appointments, confirm details, and offer foundational pet care advice—helping pet parents navigate routine questions and concerns.
• Medical Inquiry Routing: Identify and forward medical‑related questions to our licensed TeleAdvice veterinary team, ensuring that every query receives expert attention.
• Cross‑Functional Collaboration: Partner with veterinary clinics and operations teams to streamline workflows, resolve issues, and maintain a consistent, high‑quality experience for all stakeholders.
• Champion brighthush Values: Embody our core principles—compassion, integrity, and innovation—in every interaction, reinforcing brand trust and loyalty.
• Data Accuracy & Documentation: Log all customer interactions in our CRM, ensuring data integrity and providing insights that help improve service delivery.
• Continuous Improvement: Participate in regular feedback loops, suggesting enhancements to processes, scripts, and tools that elevate the customer experience.

Essential Qualifications

• Minimum 1 year of veterinary customer care experience in a clinical or telehealth setting.
• Proficient in written and verbal communication—capable of conveying complex information clearly and empathetically.
• Hands‑on experience with Vetspire or Gladly CRM (or comparable customer relationship management platforms).
• Comfortable navigating EMR systems, Slack, and Google Workspace—the backbone of our digital operations.
• Strong problem‑solving skills and the ability to handle high‑volume, time‑sensitive inquiries with composure.
• Basic understanding of veterinary terminology and common pet health conditions.

Preferred Qualifications

• Background in veterinary medicine, animal science, or a related field.
• Experience working in a remote, distributed team environment.
• Familiarity with tele‑health protocols and best practices.
• Knowledge of pet health insurance and billing processes.
• Experience with data analytics or reporting tools.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping pet parents and a genuine interest in animal welfare.
• Technical Proficiency: Ability to quickly learn and master new software tools and platforms.
• Adaptability: Thrive in a fast‑moving, evolving environment with shifting priorities.
• Team Collaboration: Strong interpersonal skills to work effectively with veterinarians, clinic staff, and operations teams.
• Time Management: Efficiently juggle multiple tasks, prioritize urgent inquiries, and meet service level agreements.
• Attention to Detail: Ensure accuracy in documentation and data entry.
• Empathy & Emotional Intelligence: Understand and respond to the emotional needs of pet parents during stressful moments.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Remote Veterinary Customer Support Specialist, you’ll have access to:

• Mentorship Programs: Pairing with seasoned veterinarians and senior support staff to deepen your industry knowledge.
• Continuing Education: Sponsored courses, webinars, and certifications in veterinary medicine, tele‑health, and customer experience.
• Clear career pathways into roles such as Veterinary Operations Manager, Customer Success Lead, or Tele‑Health Program Coordinator.
• Regular performance reviews and goal‑setting sessions to align your growth with brighthush’s strategic objectives.
• Opportunities to lead cross‑functional projects, enhancing your leadership and project management skills.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere in the USA, enjoying flexibility while staying connected to a vibrant, collaborative team. We celebrate:

• Work‑Life Balance: A 4‑day work week (10‑hour shifts) that allows you to recharge and focus on what matters most.
• Inclusive Community: A diverse workforce that values different perspectives, fostering innovation and creativity.
• Transparent Communication: Regular town‑hall meetings, open‑door leadership, and real‑time collaboration tools.
• Commitment to mental and physical well‑being through wellness programs, virtual fitness classes, and mental health resources.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships and celebrate achievements.

Compensation, Perks & Benefits

• Competitive Salary: Reflective of your experience and the value you bring to our team.
• Health & Wellness: Comprehensive medical, dental, and vision insurance plans for you and your family.
• Generous Paid Time Off (PTO): Unlimited vacation days to support your personal and professional life.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Flexible Schedule: Set your own hours within the Friday‑Monday shift window, ensuring you can balance work and life.
• Technology Stipend: Reimbursement for home office equipment and high‑speed internet.
• Employee Recognition: Quarterly awards, spot bonuses, and public acknowledgment of outstanding contributions.
• Access to a wellness stipend for fitness memberships, meditation apps, or other health‑related expenses.

Ready to Make a Difference?

If you’re passionate about animal health, love helping people, and thrive in a dynamic, tech‑savvy environment, brighthush invites you to bring your expertise to our Virtual Care team. Join us in transforming veterinary care—one call, text, and email at a time.

Apply today and become a vital part of a mission‑driven organization that values compassion, innovation, and growth. Let’s create healthier, happier lives for pets and their families together.