Veterinary Technician‑Certified Customer Service Specialist – Remote – Champion Compassionate Pet Care, Innovative Solutions, and Exceptional Support at brighthush

About brighthush

brighthush is a global pioneer at the crossroads of veterinary science, technology, and compassionate care. With a presence that spans veterinary clinics, pet product manufacturers, and digital health platforms, we are redefining how pet owners and veterinary professionals access and deliver care. Our mission is simple yet profound: to make veterinary care more accessible, efficient, and humane by combining cutting‑edge technology, exceptional service, and a culture that values every team member.

Why brighthush is the Place to Grow Your Career

At brighthush, you will join a mission‑driven organization that rewards curiosity, creativity, and a passion for animal welfare. We offer a fully remote work model that gives you the flexibility to balance professional growth with personal life, while our collaborative culture ensures you’ll never feel isolated. Whether you’re a seasoned customer service professional or a licensed veterinary technician looking to broaden your impact, brighthush provides the tools, training, and support to help you thrive.

Role Overview

As a Veterinary Technician‑Certified Customer Service Specialist, you will be the primary point of contact for pet owners, veterinary professionals, and partners. Your role is to translate complex veterinary information into clear, actionable guidance, ensuring every interaction reflects brighthush’s commitment to excellence and empathy. You will collaborate with cross‑functional teams—including product, sales, and technical support—to resolve inquiries, upsell relevant solutions, and gather feedback that drives continuous improvement.

Key Responsibilities

• Handle inbound customer inquiries via phone, chat, and email, providing timely, accurate, and compassionate responses.
• Leverage your veterinary knowledge to troubleshoot product usage, interpret lab results, and advise on best practices for pet health.
• Maintain meticulous records of all interactions in our CRM, ensuring data integrity for auditing, reporting, and quality assurance.
• Escalate complex or unresolved issues to the appropriate specialist teams while maintaining a calm, professional demeanor.
• Identify upsell opportunities for brighthush’s product line and service packages, contributing to revenue growth.
• Participate in continuous training sessions to stay current on product updates, industry regulations, and customer service best practices.
• Collaborate with the quality assurance team to provide feedback on recurring issues and suggest process improvements.
• Adhere to all confidentiality protocols when handling sensitive customer data, ensuring compliance with data protection regulations.
• Maintain a high first‑call resolution rate by applying critical thinking and problem‑solving skills.
• Contribute to a positive, inclusive team culture by sharing insights, celebrating successes, and supporting peers.
• Assist in onboarding new customers, guiding them through product setup and best‑practice usage.
• Provide product demos and training sessions to veterinary staff and pet owners.
• Track and report on key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Collaborate with the product team to identify and document common user pain points for future releases.
• Support the sales team by preparing technical documentation and responding to RFPs.
• Participate in cross‑functional meetings to align on product roadmaps and customer feedback loops.
• Help maintain and update the internal knowledge base, ensuring information is accurate and up to date.
• Assist in the preparation of case studies and success stories for marketing and sales collateral.
• Contribute to community outreach initiatives, such as virtual pet health webinars and local clinic partnerships.

Essential Qualifications

• High School Diploma or equivalent (College degree preferred).
• Minimum of 6 months of customer service experience, preferably in a veterinary or medical context.
• Active state license as a Veterinary Technician.
• Minimum typing speed of 25 words per minute.
• Proficient with Windows‑based desktop systems and common office software.
• Strong verbal and written communication skills, with an emphasis on active listening.
• Demonstrated ability to manage multiple tasks under pressure while maintaining focus and accuracy.
• Experience with CRM systems and call‑tracking tools is a plus.
• Comfortable working remotely with a dedicated, quiet workspace.
• Knowledge of veterinary practice management software (e.g., VetInfo, eVetPractice) is highly desirable.
• Familiarity with zoonotic disease protocols and infection control best practices.
• Basic understanding of data privacy regulations such as HIPAA and GDPR.

Preferred Qualifications

• Prior experience in veterinary sales or technical support.
• Experience with remote collaboration tools such as Slack, Teams, or Zoom.
• Fluency in multiple languages to serve a diverse customer base.
• Background in data analysis or quality improvement initiatives.
• Experience with product testing and beta‑release support.
• Certification in customer‑experience management or related fields.

Core Competencies

• Customer‑Centric Mindset – Always put the customer’s needs first, delivering solutions that exceed expectations.
• Analytical Thinking – Quickly assess complex problems, identify root causes, and propose effective solutions.
• Adaptability – Thrive in a fast‑moving environment, adjusting to new products, policies, and customer demands.
• Collaboration – Work seamlessly with cross‑functional teams to resolve issues and share insights.
• Integrity – Handle confidential information with the utmost discretion and professionalism.
• Continuous Learning – Seek out training opportunities and stay updated on industry trends and best practices.
• Technical Proficiency – Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Problem‑Solving – Apply critical thinking to resolve customer challenges efficiently.
• Communication Excellence – Convey complex information clearly and empathetically across all channels.
• Time Management – Prioritize tasks effectively in a high‑volume, remote setting.

Career Growth & Development

brighthush is committed to nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist, you can progress to roles such as:

• Senior Customer Support Specialist – leading complex case resolution and mentoring junior staff.
• Customer Success Manager – partnering with clients to ensure long‑term satisfaction and product adoption.
• Product Support Lead – overseeing support for a specific product line and driving product enhancements.
• Veterinary Services Manager – managing a team of veterinary technicians and coordinating service delivery.
• Director of Customer Experience – shaping the overall customer journey and strategy across the organization.

We also offer access to industry conferences, certification programs, internal leadership workshops, and a robust mentorship program to help you build a versatile skill set and accelerate your career trajectory.

Work Environment & Culture

brighthush embraces a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our team members enjoy:

• Fully equipped home office stipends to ensure a productive workspace.
• Regular virtual team‑building events, including game nights, wellness challenges, and knowledge‑sharing sessions.
• A transparent communication framework that encourages open dialogue and feedback.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Access to a digital library of resources, from veterinary journals to soft‑skill training modules.
• Community outreach initiatives that allow employees to volunteer at local shelters and clinics.
• Annual company retreats and quarterly virtual town halls to foster connection and alignment.
• Recognition programs that celebrate milestones, innovation, and outstanding contributions.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base pay that reflects industry standards for customer service and veterinary support roles.
• Performance‑based bonuses tied to first‑call resolution rates, customer satisfaction scores, and upsell targets.
• Comprehensive benefits package: medical, dental, vision, and a 401(k) plan with company match.
• Paid time off (PTO) and holidays, with flexible scheduling to accommodate personal commitments.
• Health and wellness programs, including virtual fitness classes, mental health resources, and an employee assistance program.
• Paid training and certification reimbursement to support professional development.
• Annual professional development stipend for conferences, courses, or certifications.
• Employee recognition programs that celebrate milestones and outstanding contributions.
• Technology stipend to upgrade home office equipment as needed.

Remote Work Requirements

To ensure a seamless customer experience, we require:

• Minimum internet download speed of 30 Mbps and upload speed of 15 Mbps.
• Stable connection with ping under 50 ms and no packet loss.
• Proven ability to provide a speed test report upon request.
• Dedicated, quiet workspace free from distractions and background noise.
• Compliance with all company security protocols, including VPN usage and secure device management.
• Availability during core business hours (UTC‑5 to UTC‑3) to support global teams.

How to Apply

Ready to bring your veterinary expertise and customer‑service passion to brighthush? Click the link below to submit your application and join a team that values innovation, compassion, and professional growth.

Apply to brighthush Today

Join brighthush – Where Your Skills Meet Purpose

At brighthush, we believe that every interaction can make a difference in the lives of pets and their owners. If you are a licensed veterinary technician with a knack for problem‑solving, a commitment to exceptional service, and a desire to grow within a forward‑thinking organization, we want to hear from you. Apply now and help us shape the future of veterinary care, one conversation at a time.