Leads 12–16 Incident Coordinators in a remote contact center environment. Responsibilities include coaching, performance management, quality scoring, customer escalation resolution, staffing coverage, KPI tracking, payroll administration, Jira ticket management, compliance, and operational improvement. The role maintains service quality, customer satisfaction, employee engagement, and operational effectiveness while supporting process updates and team development.

Provides empathetic support to customers affected by fraud, identity theft, and data breaches. Conducts telephone interviews, reviews and documents case information, assesses incidents, coordinates with customers, clients, specialists, creditors, and government agencies, and guides individuals through identity restoration and remediation. The role manages multiple cases, maintains accurate records, communicates updates, escalates complex matters, and explains available support options. Fluency in Croatian and English, customer service experience, strong organization, Microsoft Office proficiency, and experience with case management or CRM platforms are required.

Supports customers affected by fraud, identity theft, and data breaches by conducting interviews, assessing incidents, documenting case information, coordinating remediation, communicating with stakeholders, and providing empathetic guidance. The role manages multiple cases, escalates specialist issues, prepares correspondence, and explains available support options. Dutch and English fluency, customer service skills, strong organization, Microsoft Office proficiency, and experience with CRM or case management systems are required.