Veterinary Wellness Customer Support Specialist – Tier 1 & Tier 2 Champion, Data‑Driven Pet Care Expert, Remote, Texas/Georgia
About brighthush
At brighthush, we’re on a mission to democratize veterinary care. Every pet deserves high‑quality, affordable treatment, yet the cost of veterinary medicine has surged by 40 % since 2020. This reality forces many pet parents to choose between their bank accounts and their furry companions. brighthush is changing that narrative by equipping veterinary clinics across the United States with innovative, data‑driven wellness plans that are both effective and financially accessible.
Founded by a passionate team of veterinarians, technologists, and customer‑experience specialists, brighthush has quickly become the go‑to partner for clinics seeking to streamline care delivery, reduce churn, and elevate client satisfaction. We’re a fast‑growing, venture‑backed startup that blends cutting‑edge technology with a deep commitment to animal health and human compassion.
Why This Role Matters
As a Customer Support Specialist (Tier 1 & Tier 2), you will be the frontline champion for veterinarians and pet parents alike. Your work will directly influence the day‑to‑day experience of thousands of pet owners, turning challenges into opportunities for delight. You’ll not only resolve issues but also uncover systemic pain points, collaborate with cross‑functional teams, and help shape the future of pet wellness technology.
Key Responsibilities
- Multi‑Channel Support Excellence: Handle Tier 1 and Tier 2 inquiries via phone, email, live chat, and support tickets, ensuring swift, accurate, and empathetic resolution.
- Complex Case Management: Dive deep into escalated issues, perform root‑cause analysis, and coordinate with product, operations, payments, and engineering to implement lasting fixes.
- Churn Prevention & Cancellation Handling: Process cancellation requests with care, identify underlying concerns, and work proactively to retain clients.
- Trend Analysis & Process Improvement: Track recurring problems, document solutions, and propose scalable process enhancements that elevate the entire support ecosystem.
- Cross‑Functional Collaboration: Partner with product managers, developers, and finance teams to translate customer insights into product roadmaps and operational efficiencies.
- Documentation & Knowledge Base Maintenance: Update internal knowledge articles, FAQs, and support scripts to reflect new features and common troubleshooting steps.
- Performance Metrics & Reporting: Monitor key performance indicators such as response time, resolution rate, and customer satisfaction scores, and report findings to leadership.
- Weekend & Travel Flexibility: Be available for weekend shifts and quarterly travel to client sites or company events as needed.
Essential Qualifications
- Minimum of 2 years of experience in customer support, help desk, or complaints management, preferably in a tech or SaaS environment.
- Proven ability to troubleshoot complex issues, think critically, and drive resolution under pressure.
- Exceptional empathy and emotional intelligence, with a track record of turning frustrated customers into loyal advocates.
- Strong verbal and written communication skills—capable of crafting clear, concise, and professional phone and email interactions.
- Comfort with a suite of productivity tools: Microsoft Office, Google Workspace, Slack, Notion, Linear, FreshDesk, and similar ticketing platforms.
- Reliable home office setup: high‑speed internet, webcam, and microphone.
- Willingness to work weekend shifts and travel once a quarter.
Preferred Qualifications & What Makes You Stand Out
- Experience with ticketing systems such as FreshDesk, Zendesk, or Linear, and collaboration tools like Slack and Notion.
- Prior exposure to the veterinary or pet‑care industry—understanding clinic workflows and pet‑parent expectations.
- Startup or high‑growth tech company background, comfortable with ambiguity and rapid change.
- Self‑motivated, proactive mindset—ownership from intake to resolution.
- Ability to work independently while thriving in a collaborative, fast‑paced environment.
Skills & Competencies for Success
- Problem‑Solving Mastery: Analytical thinking, root‑cause analysis, and creative solution design.
- Customer‑Centric Communication: Active listening, tone modulation, and clear articulation.
- Technical Proficiency: Quick learning of new software, data entry, and basic troubleshooting.
- Time Management: Prioritizing multiple tickets, meeting SLAs, and balancing reactive and proactive tasks.
- Adaptability: Navigating shifting priorities, new product releases, and evolving customer needs.
- Team Collaboration: Cross‑functional coordination, knowledge sharing, and constructive feedback.
Career Growth & Learning Opportunities
At brighthush, your impact is felt from day one. We offer:
- Clear career pathways—from Customer Support Specialist to Support Manager, Product Analyst, or Customer Success Lead.
- Regular mentorship and coaching sessions with senior leaders.
- Access to industry conferences, veterinary seminars, and tech workshops.
- Internal training programs covering product deep dives, advanced troubleshooting, and soft‑skill development.
- Opportunity to contribute to product roadmaps and influence the next generation of pet‑care solutions.
Work Environment & Company Culture
Our culture is built on three pillars: innovation, empathy, and collaboration. You’ll find:
- A flexible, remote‑first setup that respects work‑life balance.
- Weekly virtual team huddles, brainstorming sessions, and informal “coffee chats.”
- A diverse, inclusive team that celebrates different perspectives and backgrounds.
- Transparent communication from leadership, with regular updates on company vision and milestones.
- Fun, community‑building events—virtual game nights, wellness challenges, and quarterly in‑person retreats.
Compensation & Benefits
While specific figures may vary based on experience, brighthush offers a competitive base salary in the range of $40,000 – $50,000 per year, complemented by:
- Full medical, dental, and vision coverage starting on day one.
- Generous paid time off policy, including flexible vacation and 11 company‑wide holidays.
- Paid parental leave for new parents.
- Employee stock‑option program (subject to company policy).
- Professional development stipend for courses, certifications, or conferences.
- Wellness perks: gym membership discounts, mental‑health resources, and pet‑friendly office policies.
Why You Should Join brighthush
When you become part of brighthush, you’ll:
- Make a tangible difference in the lives of pets and their owners.
- Have your voice heard—every idea is valued and can shape product direction.
- Grow your skill set in a high‑growth, tech‑driven environment.
- Enjoy a supportive, flexible, and inclusive culture that values both professional and personal well‑being.
Is This Role Right for You?
We’re looking for candidates who:
- Live in or near Texas or Georgia (or are willing to relocate).
- Have a quiet, dedicated home office with reliable internet, webcam, and microphone.
- Thrive in a fast‑moving, startup culture and can handle ambiguity.
- Love helping clients, even in challenging situations.
- Can juggle multiple priorities and wear multiple hats.
- Are comfortable traveling once a quarter and working weekend shifts as needed.
Ready to Make an Impact?
If you’re passionate about pet health, customer experience, and tech innovation, we want to hear from you. Join brighthush and help us redefine veterinary care for the modern world.