Trust & Safety Investigator – Critical Escalations
Company: Cloudflare
Position: Trust & Safety Investigator – Critical Escalations
Location: Austin, TX
About Us
At Cloudflare, we are on a mission to help build a better Internet. Today, the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
We are looking for a thoughtful, detail-oriented Investigator on Cloudflare’s Trust and Safety Critical Escalations team. In this role, you will assist with triaging sensitive, high-profile, and escalated Trust & Safety requests. Not only will you address requests that affect our customers, but you will also assist the team that proactively identifies and mitigates high-risk situations with significant potential for broad impact. You have experience in dynamic and fast-paced environments.
Responsibilities
- Be part of a world-class globally-distributed team.
- Assist with the prioritization and processing of abuse complaints regarding DMCA, Trademark, Phishing, CSAM, and escalated issues.
- Become a technical resource that earns the trust of customer stakeholders.
- Communicate effectively, both written and verbally, with a variety of senior stakeholders across various disciplines.
- Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
- Perform operations seamlessly and ensure timely Service-Level Agreement (SLA) delivery while maintaining high levels of stakeholder satisfaction.
- Partner with other teams in the company, including Policy, Legal, and Product teams to ensure processes are carried out in a scalable fashion.
- Handle sensitive content and emotionally charged escalations with tact and a calm demeanor.
- Participate in rotating weekend, off-hour, and public holiday coverage responsibilities.
Requirements
- 3-5 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role.
- Working knowledge of DNS and how the Internet works.
- Familiarity with the domain name registration/registrar space.
- Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor.
- Strong anti-abuse and/or support escalation background.
- Excellent written and verbal communication skills, attention to detail, and the ability to manage multiple projects and tasks.
Bonus Points:
– Experience with the legal considerations related to hosted material (notice & takedown).
– Experience working with lawyers and legal teams.
– Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
Additional Information
If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com,
or via mail at 101 Townsend St. San Francisco, CA 94107.
Join our team and contribute to providing exceptional service to our valued customers. We are an equal-opportunity employer, celebrating diversity and committed to creating an inclusive environment for all employees.
For more information about our company and other career opportunities, please visit our website
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