Trust & Safety Manager, Platform ComplianceHybrid
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.
Responsibilities:
Lead and manage the Trust & Safety Platform Compliance team in APAC with effective leadership, ability to hire and retain talented staff, and ability to train and develop a team in Trust & Safety issues.
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 fraud while minimizing potential false positives.
Through data-driven insights, develop recommendations for process improvements, new process standards, and agent tooling improvements that enable a more frictionless, consistent experience, and increased team efficiency.
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.
Ensure that ongoing operations maintain a high level of stakeholder satisfaction.
Be part of an on-call leadership team, and may be part of weekend and holiday coverage schedule.
Requirements:
5-8 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role.
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.
Working knowledge of query language and data analysis tools such as BigQuery, Tableau, etc.
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, and up to date with digital trends and applications.
Bonus:
Working knowledge of financial fraud.
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.#J-18808-Ljbffr