Senior Trust & Safety Customer Advocate – Fraud Investigation & Regulatory Compliance Lead

Welcome to brighthush: Empowering Digital Freedom for a Global Community

At brighthush, we are on a mission to safeguard the digital lives of millions worldwide. With a portfolio that spans cybersecurity, online privacy, identity protection, and financial wellness, we empower nearly 500 million users across more than 150 countries. Our legacy is rooted in financial empowerment and cyber safety for the first digital generations, and today we continue to deliver award‑winning solutions that protect, educate, and enable our customers to thrive in an increasingly connected world.

We are a fast‑moving, customer‑centric organization that thrives on curiosity, experimentation, and continuous learning. We treat AI as a teammate, leveraging it to accelerate investigations, surface insights, and deliver meaningful results. If you are a fearless, analytical professional who loves to solve complex problems and build trust, brighthush invites you to join our Trust & Safety family.

About the Role: Trust & Safety Customer Advocate

As a Trust & Safety Customer Advocate at brighthush, you will be the frontline guardian of our users’ digital and financial well‑being. Your primary focus will be to investigate claims of identity theft, unauthorized transactions, account takeovers, and other fraud‑related concerns. You will work independently, collaborate across functions, and drive continuous improvement in our fraud prevention ecosystem.

Key Responsibilities

• Investigate and Resolve Fraud Claims: Conduct thorough, evidence‑based investigations into identity theft, unauthorized charges, and account takeovers. Apply AML, KYC, FTC, and industry best practices to ensure compliance and protect user trust.
• Detect and Mitigate Suspicious Activity: Use advanced analytics tools and threat intelligence to identify patterns, assess risk, and mitigate potential fraud before it impacts customers.
• Document Findings with Precision: Produce clear, comprehensive investigative reports for internal stakeholders and legal discovery. Ensure all documentation meets professional standards and regulatory requirements.
• Collaborate Across Teams: Partner with Compliance, Legal, Fraud, Product Operations, and Customer Advocacy to address emerging trends, refine prevention strategies, and resolve escalated cases.
• Manage High‑Volume Workflows: Handle a large caseload with accuracy, efficiency, and timeliness while maintaining a high standard of quality.
• Engage Customers with Empathy and Clarity: Communicate complex findings to users in a professional, reassuring manner. De‑escalate tense situations and articulate policy decisions transparently.
• Improve Processes and SOPs: Identify gaps in current workflows, propose enhancements, and contribute to training materials that elevate team performance.
• Mentor and Lead: Serve as a subject‑matter expert in fraud and risk management. Provide guidance to peers, share best practices, and foster a culture of continuous improvement.
• Champion a Positive Team Culture: Participate actively in team meetings, celebrate successes, and support colleagues in a collaborative environment.

Essential Qualifications

• Education: Bachelor’s degree in Criminal Justice, Finance, Information Security, or a related field, or equivalent professional experience.
• Experience: Minimum of 2 + years in investigations, fraud detection, or risk management within a highly regulated industry such as financial services, e‑commerce, or cybersecurity.
• Regulatory Knowledge: Deep understanding of AML, KYC, FTC, BSA, and FINRA requirements, and how they apply to consumer protection.
• Technical Proficiency: Hands‑on experience with CRMs (Salesforce, Zendesk, or similar) and data analysis platforms (Looker, Periscope, or Qualtrics). Familiarity with fraud detection tools and threat intelligence feeds is a plus.
• Communication Skills: Exceptional verbal and written communication abilities. Able to distill complex regulatory concepts into clear, concise language for diverse audiences.
• Judgment & Decision‑Making: Proven ability to evaluate risk, make sound decisions under pressure, and adapt to evolving situations.
• Conflict Resolution: Skilled in de‑escalation techniques and delivering firm, respectful “no” responses while protecting sensitive internal processes.
• Analytical Thinking: Strong problem‑solving skills, with a data‑driven approach to identifying root causes and recommending actionable solutions.

Preferred Qualifications

• Experience with AI‑driven fraud detection platforms or machine learning models.
• Background in cybersecurity or identity protection product development.
• Knowledge of international regulatory frameworks (e.g., GDPR, CCPA) and cross‑border compliance.
• Previous leadership or mentorship roles within a Trust & Safety or Fraud team.

Core Competencies & Personal Attributes

• Ownership & Accountability: Takes full responsibility for outcomes, proactively identifies risks, and drives continuous improvement.
• Team Engagement: Actively participates in discussions, shares insights, and supports a collaborative, inclusive environment.
• Adaptability: Thrives in a dynamic setting with shifting priorities and high case volumes.
• Commercial Mindset: Understands the financial and reputational impact of decisions and balances risk with customer experience.
• Professional Maturity: Demonstrates discretion, corporate maturity, and ethical conduct in all communications.
• Growth Orientation: Eager to develop into a subject‑matter expert and thought leader within brighthush.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Trust & Safety Customer Advocate, you will:

• Progress to senior roles such as Lead Investigator, Trust & Safety Manager, or Director of Fraud Prevention.
• Gain exposure to cross‑functional initiatives, including product design, data science, and regulatory strategy.
• Participate in continuous learning programs, certifications (e.g., Certified Fraud Examiner, CISSP), and industry conferences.
• Lead projects that shape the future of digital safety and influence company‑wide policy.

Work Environment & Company Culture

brighthush is built on the principles of transparency, respect, and innovation. Our culture encourages:

• Healthy debate and constructive feedback.
• Experimentation and rapid iteration.
• Recognition of diverse perspectives as a competitive advantage.
• Flexibility in work arrangements, including remote options and flexible hours.
• Well‑being initiatives such as mental health resources, wellness stipends, and community volunteer opportunities.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Employee assistance programs and mental health support.
• Regular team events, hackathons, and community service days.

How to Apply

Ready to protect millions of users and shape the future of digital safety? Submit your application through our careers portal. We look forward to learning how your expertise and passion align with brighthush’s mission.

Thank you for considering a career with brighthush. Together, we can build a safer, more empowered digital world.