Trust & Safety Investigator, Platform Compliance

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 West Coast North America
Location: Austin TX, New York, New Jersey
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 New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $103,000 - $125,000.

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 and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• 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