Remote Manager

Summary

Join our team as a Trust & Safety Manager to lead our global Trust & Safety Platform Compliance team and develop deep expertise on processes and driving continuous process improvement initiatives.

Requirements

• You have a strong 5-8 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role
• You have 2-3 years experience leading a team
• 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
• Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks
• Prior experience in leading a highly distributed team that is fully remote
• You have a working knowledge of query language and data analysis tools such as BigQuery, Tableau, etc
• Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks
• Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
• Excellent verbal and written communication skills; Excellent storytelling and presentation skills
• Self-motivated, results oriented individual with the ability to handle numerous projects concurrently
• Collaborative, diplomatic, and flexible, able to work effectively cross functionally
• Technologically savvy, curious, up to date with digital trends and applications

Responsibilities

• Lead and manage the Trust & Safety Platform Compliance team in Mexico with effective leadership, ability to hire and retain talented staff, ability to train and develop a team in Trust & Safety issues
• Develop deep expertise on the processes and be responsible for driving continuous process improvement initiatives, with a particular focus on customer experience
• Create and implement proactive measures to stop fraud while minimizing potential false positives
• Through data-driven insights, develop recommendations for process improvements, new process standards, and agent tooling improvements that enable a more frictionless, consistent experience, and increased team efficiency
• Operationalize these recommendations through strong project management in partnership with Trust & Safety, Finance, Product, and others
• Generate weekly, monthly and quarterly reports on Platform Compliance
• Interact with internal and external partners such as vendors to improve Platform Compliance capabilities
• Ensure that ongoing operations maintain a high level of stakeholder satisfaction
• You will be part of an on-call leadership team, and may be a part of weekend and holiday coverage schedule

Preferred Qualifications

• You have working knowledge of financial fraud
• You have working knowledge of the ICANN Compliance process