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Cloudflare

Trust & Safety Manager - Critical Escalations

at Cloudflare

Hybrid, Remote



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 all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they 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! 

Trust & Safety Manager - Critical Escalations 

Location: Lisbon

We are looking for a Manager of Cloudflare’s Trust and Safety Critical Escalations team. In this role, you will manage and mentor a team of investigators who triage sensitive, high profile, and escalated Trust & Safety requests. Not only will you address requests that affect our customers, but you will lead the team that proactively identifies and mitigates high risk situations with a significant potential for broad impact. You possess a proven track record of leading high-performance teams and have experience in dynamic and fast pasted environments. 

Responsibilities

  • Help build a world class globally-distributed team through leadership, guidance, and career development.
  • Be responsible for ensuring timely triage of tasks, while also building meaningful metrics that clearly demonstrate the effectiveness of the team.
  • Provide monthly and quarterly reports to senior. leadership and supporting teams on trends and issues that our customers experience, with recommendations to improve policies, procedures, and products.
  • Partner with the Sales, Customer Support, Legal, and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion.
  • Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.

Requirements:

  • 5+ years experience in a Trust & Safety or customer support role at an Internet service provider or hosting provider processing abuse reports and time sensitive escalations.
  • 5+ years experience managing a remote team effectively with a strong desire to help others learn and grow.
  • You know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view; We’re still growing and learning and will look to you to help us establish and evolve processes.
  • Experience with analytics and experience solving problems using data and providing practical business insights.
  • Intermediate understanding of Cloudflare and the types of services we offer.
  • Become a technical resource that earns the trust of customer stakeholders.
  • Technical background to be able to understand the interaction between Trust & Safety considerations and Cloudflare’s services.
  • 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.
  • On-call required.

Bonus Points:

  • You understand DNS and how the Internet works.
  • Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.
  • Experience with defusing high pressure situations.
  • Have experience working closely with Public Policy, Legal, and Communication teams.

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.



What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  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.

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