Seasoned Croatian‑Speaking Customer Service Incident Coordinator – Identity Protection & Fraud Resolution Specialist

Introduction

In today’s digital age, identity theft, fraud, and data breaches are more than just headlines – they’re real‑world challenges that can devastate individuals and businesses alike. At brighthush, we’re on a mission to protect people’s most valuable asset: their identity. As a global leader in identity protection and cyber safety, brighthush empowers consumers to recover, restore, and safeguard their personal information through expert support and innovative technology.

We’re looking for a dedicated, empathetic, and detail‑oriented Customer Service Incident Coordinator who speaks Croatian fluently and can navigate the complexities of identity incidents with professionalism and care. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible difference in people’s lives, this role is for you.

About brighthush

brighthush is more than a company – it’s a community of passionate individuals committed to creating a safer digital world. With a culture that values collaboration, continuous learning, and innovation, we empower our teams to grow both personally and professionally. Our Workforce for Good initiative drives purpose‑driven projects that benefit our customers, communities, and the planet.

Key attributes that define our workplace:

• Inclusive, flexible work arrangements that respect work‑life balance.
• Transparent communication and open feedback loops.
• Access to cutting‑edge tools, training, and mentorship programs.
• A global network of peers and experts who share knowledge and celebrate successes.

Role Overview & Core Responsibilities

As a Customer Service Incident Coordinator (Croatian Speaking), you will be the frontline advocate for individuals impacted by identity theft, fraud, or data breaches. Your role is pivotal in guiding customers through the resolution journey, coordinating with internal specialists and external partners, and ensuring a seamless, reassuring experience.

This is a shift‑pattern position (Monday to Friday, 10:30 AM – 7:00 PM). While the role is remote, occasional in‑person attendance at company events or training sessions may be required.

Day‑to‑Day Responsibilities

• Conduct thorough customer interviews via telephone to gather incident details and assess severity.
• Analyze case information, identify patterns, and determine appropriate next steps in the resolution process.
• Deliver professional, empathetic, and high‑quality support to affected individuals, ensuring they feel heard and valued.
• Manage customer expectations by providing clear, timely updates and guidance throughout the incident lifecycle.
• Serve as the primary liaison between customers, internal subject‑matter experts, and external stakeholders.
• Document, organize, and maintain all relevant evidence and case data to support identity restoration and remediation activities.
• Draft and send correspondence to creditors, government agencies, and third parties as needed to facilitate case resolution.
• Explain available services, support options, and recommended actions in a clear, concise 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 Croatian and English (both written and verbal) to communicate effectively with customers and stakeholders.
• Prior customer service experience, preferably in a fast‑paced, customer‑facing environment.
• Strong communication and interpersonal 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.

Preferred Qualifications

• Experience in identity protection, fraud resolution, or cybersecurity support.
• Familiarity with case‑management or customer‑relationship management (CRM) platforms.
• Knowledge of regulatory frameworks related to data protection (e.g., GDPR, CCPA).
• Previous experience working with international teams or in a multicultural environment.

Technical Skills

• Proficiency in Microsoft Office suite (Outlook, Word, Excel).
• Ability to accurately document, maintain, and manage case information within internal systems.
• Experience using customer service, case‑management, or CRM platforms.

Skills & Competencies for Success

Beyond the technical and experiential requirements, the ideal candidate will embody the following competencies:

• Empathy & Emotional Intelligence: Understanding and validating customer emotions during stressful incidents.
• Problem‑Solving: Quickly diagnosing issues and proposing effective solutions.
• Adaptability: Thriving in a dynamic environment with evolving processes and technologies.
• Collaboration: Working seamlessly with cross‑functional teams to achieve shared goals.
• Resilience: Maintaining composure and professionalism in high‑pressure situations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Incident Coordinator, you’ll have access to:

• Structured onboarding and continuous training programs focused on identity protection, fraud prevention, and customer experience.
• Mentorship from senior experts in cybersecurity, legal compliance, and customer success.
• Cross‑functional projects that expose you to product development, data analytics, and policy formulation.
• Opportunities to transition into specialized roles such as Fraud Analyst, Incident Response Lead, or Customer Success Manager.
• Leadership development workshops to build skills in team management, project coordination, and strategic thinking.

Work Environment & Company Culture

Our remote-first culture is built on trust, flexibility, and collaboration. You’ll enjoy:

• Flexible working hours within the defined shift to accommodate personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A supportive environment that encourages open dialogue and values diverse perspectives.
• Access to a global network of peers and experts through internal forums and community groups.

Compensation, Perks, and Benefits

While specific salary figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards and role responsibilities.
• Performance‑based bonuses and incentive plans.
• Generous paid time off: 26 days of annual leave plus public holidays, with additional days earned over time.
• Global paid wellness days and a birthday bonus day off.
• Contributory pension scheme and access to the brighthush Employee Stock Purchase Plan.
• Private health care coverage and a suite of wellness programs covering physical, mental, and financial well‑being.
• Access to mindfulness tools, fitness memberships, and mental health resources.
• Participation in diversity forums and community initiatives that align with your passions.

How to Apply

Ready to join a team that values your expertise and empowers you to make a real difference? Submit your application through our careers portal or contact our recruitment team directly. We’re excited to learn how your skills and experiences align with our mission to protect identities worldwide.

Conclusion

At brighthush, you’ll be part of a forward‑thinking organization that places people at the heart of everything we do. As a Croatian‑speaking Customer Service Incident Coordinator, you’ll play a critical role in safeguarding lives and restoring confidence in a digital world. If you’re passionate about customer advocacy, eager to grow, and ready to tackle complex identity challenges, we encourage you to apply today and help us build a brighter, safer future for all.