Customer Service Incident Coordinator – Arabic, French & English – Identity Protection & Cyber Safety Specialist

About brighthush

brighthush is a global leader in identity protection and cyber safety, dedicated to safeguarding consumers from identity theft, fraud, and data breaches. With a mission to empower individuals to reclaim control over their personal information, we combine cutting‑edge technology, expert support, and a customer‑centric culture to deliver unparalleled protection and recovery services worldwide.

Team Overview

Our Identity Protection & Cyber Safety team at brighthush is a dynamic, cross‑functional group that collaborates closely with customers, partners, and internal specialists. We guide affected individuals through the recovery journey, offering timely assistance, expert advice, and a clear path to restoring their identities. As a member of this team, you will play a pivotal role in making a tangible difference in people’s lives while honing your expertise in a fast‑evolving industry.

Role Overview & Core Responsibilities

As a Multilingual Customer Service Incident Coordinator, you will be the frontline liaison for Arabic‑, French‑, and English‑speaking customers who have experienced fraud, data breaches, or identity theft. Your responsibilities will include:

• Conducting empathetic phone interviews to gather detailed incident information.
• Analyzing data to assess severity and determine the appropriate remediation pathway.
• Providing clear, professional communication about available services and managing expectations.
• Serving as the primary point of contact for customers, internal specialists, and external partners.
• Collecting, preserving, and documenting evidence such as affidavits, statements, and supporting documents.
• Coordinating correspondence with creditors, law enforcement, government agencies, legal counsel, and other stakeholders.
• Consulting with clients on breach incidents, remediation plans, project timelines, and communication strategies.
• Managing incident administration: data review, letter production, client approvals, mailings, document transfers, and trend reporting.
• Maintaining meticulous case notes, monitoring progress, ensuring efficient case management, closing resolved incidents, and delivering final reports.

Shift Pattern: Tuesday to Saturday. This role is remote but may require occasional in‑person attendance at company events.

Required Knowledge & Experience

• Fluency in Arabic, French, and English with exceptional written and verbal communication skills.
• Prior experience in a client‑facing or customer service environment, especially handling sensitive or high‑pressure situations.
• Strong analytical mindset: ability to interpret data, solve problems, juggle multiple tasks, prioritize, and meet deadlines independently.
• Excellent interpersonal, listening, organizational, and collaboration skills; adept at securing cooperation from clients, internal departments, and global teams.

Required Technical Skills

• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) for documentation and reporting.
• Experience using claims, customer, client, or incident‑management systems to maintain accurate case records.
• Capability to coordinate secure document and data transfers between brighthush, clients, and third parties.
• Comfortable navigating business systems used for customer support, reporting, and case management.
• Meticulous attention to detail when reviewing data, maintaining records, and preparing communications.

What’s in it for you?

At brighthush, you’ll join a forward‑thinking, inclusive global organization that values innovation, collaboration, and personal growth. In addition to a competitive salary and performance‑based bonuses, you’ll enjoy:

• 26 days of annual leave plus bank holidays, with additional days earned over time.
• Global paid wellness days and a birthday bonus day.
• A generous contributory pension scheme and access to the brighthush Employee Stock Purchase Plan.
• Private health care and comprehensive physical, mental, and financial wellbeing programs, including mindfulness tools.
• Active participation in diversity forums and communities that support causes close to your heart.

Career Growth & Learning Opportunities

We believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Incident Coordinator, you’ll have the chance to:

• Progress into senior incident management or specialist roles within identity protection.
• Lead cross‑functional projects that shape our product roadmap and customer experience.
• Access continuous learning resources, including certifications in cybersecurity, data privacy, and customer experience.
• Mentor new hires and share best practices across the organization.

Work Environment & Company Culture

brighthush fosters a culture of empathy, resilience, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through virtual collaboration tools. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Our inclusive policies support parents, caregivers, and individuals with diverse needs, ensuring everyone can thrive.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a comprehensive benefits package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid parental leave, flexible working arrangements, and wellness stipends.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to make a real impact? Submit your application through our careers portal. We encourage candidates who are passionate about identity protection and customer advocacy to apply, even if you don’t meet every single requirement. We are committed to providing reasonable adjustments throughout the recruitment process.

Interview & Hiring Process

Our hiring process is primarily virtual, featuring phone and video interviews with hiring managers and team members. If an in‑person interview is required, we’ll notify you in advance. Please note that we do not accept unsolicited CVs from recruitment agencies.

Join brighthush – Where Your Impact Matters

At brighthush, you’ll be part of a community that values innovation, empathy, and continuous improvement. If you’re ready to help people reclaim their identities and build a brighter, safer future, we want to hear from you. Apply today and become a key player in our mission to protect and empower consumers worldwide.