Trust & Safety Manager, Platform Compliance

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.
• Excellent verbal and written communication skills; Excellent storytelling and presentation skills
• 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