Experienced Dutch‑Speaking Customer Service Incident Coordinator – Identity Protection & Cyber Safety Operations

About brighthush and the Identity Protection Landscape

brighthush is a global leader in identity protection and cyber safety, dedicated to safeguarding individuals and businesses from the growing threats of identity theft, fraud, and data breaches. Our mission is to empower people with the tools, knowledge, and support they need to recover, restore, and protect their digital identities. In a world where personal data is increasingly vulnerable, brighthush stands at the forefront of the fight against identity crime, offering innovative solutions and unparalleled customer care.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking, customer‑centric organization that values empathy, resilience, and continuous learning. We believe that every team member plays a vital role in our mission, and we provide a supportive environment where you can grow both personally and professionally. Whether you’re a seasoned customer support professional or a recent graduate eager to make a difference, brighthush offers:

• Competitive salary and performance‑based bonuses
• Comprehensive benefits package including health, dental, and vision coverage
• Generous paid time off, global wellness days, and a birthday bonus day
• Retirement plan with company match and employee stock purchase options
• Access to mental health resources, mindfulness tools, and financial wellness programs
• Inclusive culture with diversity forums, employee resource groups, and a commitment to equity
• Flexible work arrangements, including remote work and part‑time options
• Ongoing training, mentorship, and career‑development pathways

Role Overview

As a Customer Service Incident Coordinator (Dutch Speaking), you will be the frontline advocate for customers who have experienced identity theft, fraud, or data breaches. Working primarily during the night shift (Monday to Friday, 22:30–07:00), you will conduct sensitive customer interviews, assess incident severity, coordinate remediation efforts, and ensure a seamless, empathetic experience for every client. Your role is pivotal in restoring trust and confidence in our customers’ digital lives.

Key Responsibilities

• Conduct thorough telephone interviews with affected customers in Dutch and English, gathering detailed incident information.
• Analyze case data to determine the nature, severity, and required next steps for each incident.
• Provide professional, empathetic, and high‑quality support, guiding customers through the recovery process.
• Manage customer expectations by delivering clear updates and actionable guidance throughout resolution.
• Serve as the primary liaison between customers, internal subject‑matter experts, and external stakeholders.
• Document and maintain accurate case records, evidence, and supporting materials in internal systems.
• Draft and send correspondence to creditors, government agencies, and third‑party partners as needed.
• Explain available services, support options, and recommended actions in a clear, reassuring manner.
• Assist customers in understanding breach‑related incidents and identifying appropriate remediation steps.
• Escalate complex cases to specialists, coordinating communications, meetings, and updates across relevant teams.

Required Knowledge & Experience

• Fluency in Dutch and English (written and verbal) to communicate effectively with customers and stakeholders.
• Prior customer service experience, preferably in a fast‑paced, high‑volume environment.
• Strong interpersonal and communication skills, with the ability to build trust and provide clear guidance during sensitive situations.
• Analytical mindset: ability to review information, assess customer needs, and make informed decisions.
• Excellent organizational skills and meticulous attention to detail, managing multiple cases simultaneously while maintaining accurate records.

Technical Proficiency

• Proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Experience with customer service, case management, or CRM platforms.
• Comfortable with learning new software tools and adapting to evolving systems.

Essential Skills & Competencies

• Empathy & Emotional Intelligence – Ability to handle sensitive information with care and professionalism.
• Problem‑Solving – Quick assessment of incidents and identification of effective solutions.
• Time Management – Efficiently prioritize tasks during night shift hours.
• Collaboration – Work seamlessly with cross‑functional teams, including legal, compliance, and technical experts.
• Adaptability – Thrive in a dynamic environment where priorities can shift rapidly.
• Customer‑Centric Mindset – Focus on delivering exceptional service and ensuring customer satisfaction.

Career Growth & Learning Opportunities

At brighthush, we invest in your development. As a Customer Service Incident Coordinator, you will have access to:

• Structured onboarding program with mentorship from senior team members.
• Continuous learning modules covering identity protection, fraud prevention, and regulatory compliance.
• Opportunities to transition into specialized roles such as Fraud Analyst, Incident Response Lead, or Customer Success Manager.
• Leadership development tracks for high‑performing employees.
• Cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and collaboration. Our remote‑first approach means you can work from anywhere while staying connected through virtual team meetings, collaborative tools, and regular check‑ins. We celebrate diversity through employee resource groups, community outreach programs, and a commitment to equitable practices. Our leadership team is approachable, transparent, and dedicated to creating a supportive environment where every voice is heard.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics and incident resolution rates.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Employee stock purchase program.
• Paid time off: 26 days of annual leave plus public holidays, with additional days earned based on tenure.
• Global wellness days and a birthday bonus day.
• Access to mental health resources, mindfulness apps, and financial wellness tools.
• Flexible work arrangements, including remote work and part‑time options.

How to Apply

Ready to make a real difference in people’s lives? Submit your application through our career portal or click the link below to apply directly. We welcome candidates who are passionate about customer advocacy, identity protection, and continuous improvement.

Apply to this position

Join brighthush – Where Your Impact Matters

At brighthush, we believe that every customer’s story is important. By joining our Customer Service Incident Coordinator team, you’ll play a crucial role in restoring confidence, rebuilding lives, and protecting the digital future. If you’re driven by empathy, thrive in a fast‑paced environment, and are ready to grow with a global leader in identity protection, we encourage you to apply today.