CloudFlare
Trust & Safety Investigator, Critical Escalations
CloudFlare, San Francisco, California, United States, 94199
Trust & Safety Investigator - Critical Escalations
Location: Austin
People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare’s core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.
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 assist the team that proactively identifies and mitigates high risk situations with a significant potential for broad impact. You have experience in dynamic and fast pasted 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.
Excellent written and verbal communication and comfortable interacting with 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.
Be responsible for performing operations seamlessly and timely Service-Level Agreement (SLA) delivery along with maintaining high levels of stakeholder satisfaction.
Partner with other teams in the company, including Policy, Legal, and the Product teams to ensure our processes are carried out in a scalable fashion.
Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
You may be part of the rotating weekend, off-hour and public holidays coverage responsibilities.
Requirements:
You have 3-5 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role.
Demonstrate working knowledge of DNS and how the Internet works
Working knowledge of the domain name registration / registrar space
Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
You have a strong anti-abuse and/or support escalation background
Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks
Bonus Points:
Experience with the legal considerations related to hosted material (notice & takedown).
You’ve worked with lawyers, and legal teams.
Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
Please note: This job description is intended to provide a general overview of the role and may be modified as necessary to align with the company's evolving needs.
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Location: Austin
People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare’s core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.
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 assist the team that proactively identifies and mitigates high risk situations with a significant potential for broad impact. You have experience in dynamic and fast pasted 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.
Excellent written and verbal communication and comfortable interacting with 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.
Be responsible for performing operations seamlessly and timely Service-Level Agreement (SLA) delivery along with maintaining high levels of stakeholder satisfaction.
Partner with other teams in the company, including Policy, Legal, and the Product teams to ensure our processes are carried out in a scalable fashion.
Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
You may be part of the rotating weekend, off-hour and public holidays coverage responsibilities.
Requirements:
You have 3-5 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role.
Demonstrate working knowledge of DNS and how the Internet works
Working knowledge of the domain name registration / registrar space
Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
You have a strong anti-abuse and/or support escalation background
Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks
Bonus Points:
Experience with the legal considerations related to hosted material (notice & takedown).
You’ve worked with lawyers, and legal teams.
Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
Please note: This job description is intended to provide a general overview of the role and may be modified as necessary to align with the company's evolving needs.
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