Senior Croatian‑Fluent Customer Service Incident Coordinator – Identity Protection & Fraud Resolution Specialist – Join brighthush’s Global Cybersecurity & Customer Advocacy Team

About brighthush

In an era where personal data is the new currency, brighthush stands at the forefront of identity protection, offering a suite of services that empower individuals to reclaim control over their digital lives. With a mission that blends cutting‑edge technology, proactive threat intelligence, and compassionate customer support, we help people recover from identity theft, prevent future fraud, and navigate the complex landscape of data privacy.

Our culture is built on three pillars: innovation, collaboration, and purpose. We believe that every team member can make a measurable impact, and we provide the tools, training, and autonomy needed to turn that potential into reality.

Why This Role Matters

Identity theft and data breaches are no longer isolated incidents; they ripple across families, businesses, and entire communities. As a Customer Service Incident Coordinator who speaks Croatian fluently, you will be the first line of defense for our Croatian‑speaking customers. You will guide them through the emotional and procedural journey of restoring their identity, ensuring they feel heard, supported, and empowered every step of the way.

Key Responsibilities

Customer Advocacy & Incident Management

• Conduct in‑depth interviews with customers via phone, chat, or video to capture incident details, assess severity, and establish a clear action plan.
• Analyze case data to identify patterns, root causes, and potential escalation triggers.
• Maintain a meticulous record of all interactions, evidence, and progress in our internal case‑management system.
• Draft and send professional correspondence to creditors, government agencies, and third‑party partners to facilitate resolution.
• Provide real‑time updates to customers, setting realistic expectations and explaining next steps in plain language.
• Act as the primary liaison between customers, internal subject‑matter experts (e.g., fraud analysts, legal counsel), and external stakeholders.
• Escalate complex or high‑risk cases to specialized teams, coordinating follow‑ups and ensuring timely resolution.
• Document lessons learned and contribute to continuous improvement initiatives.

Process & Quality Assurance

• Adhere to and refine incident response protocols, ensuring compliance with GDPR, CCPA, and other relevant regulations.
• Participate in regular quality audits, providing feedback to improve customer experience and operational efficiency.
• Collaborate with product and engineering teams to relay customer insights that shape future features and safeguards.
• Support the development of training materials and knowledge bases for new hires and ongoing staff development.

Essential Qualifications

• Fluency in Croatian and English (written and spoken) – the ability to communicate complex information with empathy and clarity.
• Minimum 3 years of customer‑facing experience, preferably in high‑volume, fast‑paced environments such as call centers, tech support, or fraud prevention.
• Strong analytical skills – the capacity to sift through data, spot trends, and make informed decisions quickly.
• Exceptional organizational abilities – managing multiple concurrent cases while maintaining accuracy and attention to detail.
• Proficiency with Microsoft Office (Outlook, Word, Excel) and experience using CRM or case‑management platforms.
• Demonstrated ability to handle sensitive, high‑pressure situations with professionalism and composure.

Preferred Qualifications

• Prior experience in identity protection, fraud resolution, or cybersecurity support.
• Familiarity with regulatory frameworks such as GDPR, CCPA, or other data‑protection laws.
• Experience working with international teams or in multicultural environments.
• Knowledge of incident‑response best practices and threat‑intelligence tools.
• Previous exposure to legal or compliance processes related to identity recovery.

Core Competencies & Soft Skills

• Empathy & Emotional Intelligence – Understanding customer emotions and providing reassurance during stressful incidents.
• Problem‑Solving – Quickly diagnosing issues and proposing actionable solutions.
• Adaptability – Thriving in a dynamic environment where processes and technologies evolve rapidly.
• Collaboration – Working seamlessly across cross‑functional teams to achieve shared goals.
• Resilience – Maintaining composure and professionalism in high‑pressure situations.
• Communication – Articulating complex information in a clear, concise, and customer‑friendly manner.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As a Customer Service Incident Coordinator, you will:

• Participate in a structured onboarding program that covers identity‑protection fundamentals, fraud‑prevention tactics, and customer‑experience best practices.
• Receive mentorship from senior experts in cybersecurity, legal compliance, and customer success.
• Engage in cross‑functional projects that expose you to product development, data analytics, and policy formulation.
• Explore career pathways into specialized roles such as Fraud Analyst, Incident Response Lead, Customer Success Manager, or even Product Management.
• Attend leadership development workshops focused on team management, project coordination, and strategic thinking.
• Earn certifications in cybersecurity, data‑privacy, or customer‑experience management through our learning platform.

Work Environment & Company Culture

Our remote‑first culture is anchored in trust, flexibility, and collaboration. You’ll enjoy:

• Defined shift hours (Monday‑Friday, 10:30 AM – 7:00 PM) with flexibility to accommodate personal commitments.
• Regular virtual huddles, knowledge‑sharing sessions, and social events that foster connection across the globe.
• A supportive environment that encourages open dialogue, values diverse perspectives, and celebrates collective success.
• Access to a global network of peers and experts through internal forums, community groups, and mentorship programs.
• Opportunities to contribute to our Workforce for Good initiative, driving purpose‑driven projects that benefit customers, communities, and the planet.

Compensation, Perks, and Benefits

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

• Base salary aligned with market standards for the role.
• 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 make a tangible difference in people’s lives while advancing your career in a dynamic, purpose‑driven environment? Submit your application through our careers portal or reach out to 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.