Trust And Safety Investigator

Summary

Join Cloudflare's Platform Operations Team as a Trust and Safety Investigator! This remote/hybrid role, based in West Coast North America (Austin TX, New York, or New Jersey), focuses on addressing sensitive abuse complaints, compliance tasks, and Trust and Safety issues affecting our customers. You'll gain familiarity with Cloudflare's technology and policies, working with a global team and collaborating with internal teams like Policy, Legal, and Product. The position requires 2-5 years of anti-abuse or support escalation experience at an ISP or hosting provider, along with a strong understanding of DNS and the domain name space. Excellent communication skills and the ability to handle sensitive content are essential. Cloudflare offers a comprehensive benefits package, including health insurance, retirement plans, paid time off, and more.

Requirements

• You have 2-5 years of anti-abuse or support escalations experience at an Internet Service Provider or hosting provider
• Demonstrate working knowledge of DNS and how the Internet works
• Working knowledge of the domain name 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

Responsibilities

• Be part of a world class globally-distributed team
• Handle abuse complaints regarding DMCA, Trademark, Phishing, CSAM, ICANN domain compliance and escalated issues
• Handle and manage Takedown notices on behalf of Cloudflare
• Investigate account compromises and take-overs through to resolution
• 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 and off-hour coverage responsibilities

Preferred Qualifications

• Experience with the legal considerations related to hosted material (notice & takedown)
• You’ve worked with lawyers, and legal teams
• You’ve interacted with law enforcement individuals and agencies
• Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues
• Familiarity with ICANN Compliance requirements
• Familiarity with Email delivery and IP Reputation management

Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave
• Estimated annual salary of $103,000 - $125,000
• This role is eligible to participate in Cloudflare’s equity plan