Incident Coordinator

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee a designated portfolio of cyber incidents, data breaches, and fraud-related cases.

• Set priorities and adhere to client deadlines with minimal supervision.

• Act as the primary liaison for clients, impacted customers, vendors, and internal experts.

• Facilitate client intakes and evaluate incident details.

• Manage proposals, contracts, implementation tasks, project timelines, and service administration.

• Analyze, clean, reconcile, and oversee complex datasets for breach notifications and fulfillment.

• Organize breach communications and mailings, which include data scrubbing, letter production, client approvals, secure data transfers, and delivery to mailing service providers.

• Track case progress, risks, dependencies, and stakeholder expectations.

• Address complex issues and escalate matters that require assistance from other teams.

• Collect, organize, document, and safeguard case facts, statements, affidavits, and other evidence.

• Keep case notes, incident records, project updates, and stakeholder reports in designated systems.

• Implement relevant data breach requirements in case management and client communications.

• Confirm resolution, close incident records, and provide final case reports.

• Collaborate with stakeholders while maintaining client relationships and operational excellence.

⛳️ Requirements

• One to five years of project management experience, or relevant education or certifications showing equivalent knowledge in project planning and coordination.

• Three to seven years of experience in client-facing roles within project management, customer service, case management, incident response support, or a similar high-pressure service setting.

• Capability to manage multiple workstreams at varying paces using independent judgment, meeting deadlines, and ensuring attention to detail.

• Excellent written and verbal communication skills in English.

• Strong interpersonal abilities, analytical thinking, and a compassionate, solution-oriented approach to client and customer support.

• Advanced skills in Microsoft Excel, including VLOOKUP or similar lookup functions, and data-cleaning functions.

• Proficient in the Microsoft Office suite.

• Ability to accurately manage secure document and data transfers in accordance with client and company protocols.

• Applicants must be authorized to work in the United States full-time without employer support or sponsorship now or in the future.

🏝️ Benefits

• Day-one eligibility for medical, dental, and vision coverage.

• Supplemental health plan options.

• HSA and FSA accounts.

• Company-paid basic life and AD&D insurance.

• Optional voluntary life and AD&D insurance.

• Short- and long-term disability coverage.

• Legal plan.

• Pet insurance.

• Travel accident coverage.

• Adoption assistance.

• Fertility planning coverage.

• Caregiver support.

• Dependent Care FSA with potential employer match.

• Complimentary Care@Work membership.

• Up to 12 weeks of paid parental leave with eligibility for a gradual return.

• 401(k) plan with employer match.

• Employee Stock Purchase Plan (ESPP).

• Financial wellness resources.

• Career coaching.

• Optional long-term care insurance.

• Tuition reimbursement.

• Flexible time off for exempt employees or paid time off for non-exempt employees.

• Up to 12 paid holidays annually.

• Commuter benefits.

• Employee discounts.

• Charitable gift matching.

• Paid volunteer time off.

• Corporate volunteer events.

• 24/7 support including professional therapy, coaching, and emotional well-being programs.

• Guided meditation.

• Resources for physical, mental, social, and financial wellness.