Trust & Safety Investigator, Platform Compliance

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. 

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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! 

We are looking for a thoughtful, detail-oriented Trust and Safety Investigator for our Platform Operations Team to work with our global Trust & Safety team. In this role, you will address sensitive and escalated abuse, compliance tasks, and Trust and Safety issues that affect our customers. This is a position where you will also gain familiarity with the inner workings of Cloudflare's technology and policies. This role is Remote/Hybrid to be based in East Coast North America

Location: Austin TX, DC

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.

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

Bonus Points:

• 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

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.

Compensation

Compensation may be adjusted depending on work location

• For Colorado, Illinois, Maryland and Minnesota based hires: Estimated annual salary of $93,000 - $113,000.
• For New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $103,000 - $125,000.
• For Bay Area based hires: Estimated annual salary of $108,000 - $132,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you.

• 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

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave