Trust & Safety Investigator, Critical Escalations

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.