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! 

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 Trust & Safety Manager to join our global Trust & Safety Platform Compliance team, and lead our team of Trust & Safety Investigators. As manager, you will further develop and enhance our Trust & Safety policies and procedures, to ensure efficiencies and exceptional customer experience. You will be leading a global team of highly skilled Trust & Safety Investigators, and getting your hands dirty with the team in the queues, to create, modify and enhance our policies and processes. You will also partner with the Trust & Safety Platform Integrity team to provide support as needed on abuse investigations. This is a position where you will also gain familiarity with the inner workings of Cloudflare’s technologies and policies.

This role is a hybrid one, located in Kuala Lumpur, Malaysia.

Responsibilities:

• Lead and manage the Trust & Safety Platform Compliance team in Malaysia with effective leadership, ability to hire and retain talented staff, ability to train and develop a team in Trust & Safety issues
• You will 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 abusive behaviour while minimizing potential false positives
• 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.
• Through data-driven insights, you will develop recommendations for process improvements, new process standards, and agent tooling improvements that enable a more frictionless, consistent experience, and increased team efficiency
• You will 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
• Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
• 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

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

Bonus:

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

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.

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.