Experienced Dutch‑Speaking Customer Service Incident Coordinator – Identity Protection & Fraud Response Specialist (12‑Month Fixed Term Contract)

About brighthush and the Identity Protection Landscape

brighthush is a global leader in identity protection and cyber‑safety solutions, dedicated to helping consumers recover from identity theft, fraud, and data breaches. Our mission is to empower individuals with the tools, knowledge, and support they need to rebuild trust in their digital lives. As part of the brighthush family, you’ll join a forward‑thinking organization that values innovation, empathy, and a relentless focus on customer outcomes.

Why This Role Matters

Identity theft and data breaches are increasingly common, leaving victims feeling vulnerable and overwhelmed. The Customer Service Incident Coordinator is the frontline advocate who guides affected customers through the recovery journey. In this role, you’ll provide compassionate, expert support, coordinate with internal specialists, and ensure every case is resolved with clarity and confidence.

Key Responsibilities

• Conduct in‑depth customer interviews via telephone to gather incident details and assess impact.
• Analyze case information to determine severity, risk, and appropriate next steps.
• Deliver professional, empathetic support to individuals affected by fraud, identity theft, or data breaches.
• Manage customer expectations by providing clear updates and guidance throughout the resolution process.
• Serve as the primary point of contact between customers, clients, and internal subject‑matter experts.
• Document and maintain all relevant evidence and supporting information for identity restoration activities.
• Prepare and send correspondence to creditors, government agencies, and third parties as needed.
• Explain available services, support options, and recommended actions in a clear, reassuring manner.
• Assist customers in understanding breach‑related incidents and identifying remediation requirements.
• Escalate complex cases to specialists and coordinate cross‑functional communications and meetings.

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, capable of managing multiple cases simultaneously.

Technical Proficiency

• Proficient in Microsoft Office (Outlook, Word, Excel) and comfortable learning new software.
• Experience with customer service, case‑management, or CRM platforms.
• Ability to accurately document, maintain, and manage case information within internal systems.

What You’ll Gain at brighthush

• Career Growth: Access to structured learning paths, mentorship programs, and cross‑functional projects that broaden your skill set.
• Professional Development: Regular training on identity protection trends, data privacy regulations, and advanced customer‑experience techniques.
• Impactful Work: Directly influence the lives of individuals who have suffered identity theft, making a tangible difference in their recovery.
• Collaborative Culture: Work with a diverse, global team that values transparency, innovation, and continuous improvement.
• Flexibility: Remote work with occasional in‑person events, designed to support work‑life balance.

Compensation & Benefits

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

• Competitive base salary with performance‑based bonuses.
• Generous paid time off: 26 days of annual leave plus bank holidays, with additional days earned over time.
• Global wellness days and a birthday bonus day.
• Contributory pension scheme and access to an employee stock purchase plan.
• Private health care coverage and a suite of wellbeing programs (mindfulness, mental health support, financial wellness).
• Access to diversity and inclusion forums, allowing you to champion causes close to your heart.

Our Culture at brighthush

brighthush is built on the belief that every employee’s voice matters. We foster an environment where curiosity thrives, ideas are challenged, and collaboration is the norm. Our “Workforce for Good” initiative encourages teams to innovate for social impact, ensuring that our solutions not only protect data but also empower communities.

How to Apply

If you are passionate about helping people regain control over their digital identities and thrive in a dynamic, customer‑centric environment, we’d love to hear from you. Submit your application through our careers portal and let’s explore how you can contribute to brighthush’s mission.

Join brighthush – Where Impact Meets Innovation

At brighthush, you’re not just filling a role; you’re becoming part of a movement that protects and restores trust in the digital world. Bring your expertise, empathy, and drive, and help us create a safer future for everyone.