Product Manager - Customer Communication Specialist, Product Strategy (part time)
At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers trillions of requests per month. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all 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 recognized by the World Economic Forum as a Technology Pioneer and named to Entrepreneur Magazine’s Top Company Cultures list.
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!
About the Department and Role
Cloudflare helps to build the future of the Internet, this role is all about making that a reality for the billions of consumers who use the Internet every day. Our first consumer-facing product is 18.104.22.168 with WARP, a mobile app which makes your Internet connection safer and more private. Nearly a million people entered the waiting list for WARP, and millions now have the app installed. As we write this, 22.214.171.124 is the seventh most popular utility app on the iOS App Store, and is rising.
With that popularity comes an increasing number of opportunities to communicate with our customers. Everyday we get support tickets, social media requests, and plaudits from customers which demand our attention and response. This role crafts responses to those communications, working hard every day to keep our ticket queues empty and our customers happy.
You will spend most of your time triaging, categorizing, and responding to customer tickets filed inside the 126.96.36.199 app.
Ideally you have:
- 3+ years of experience in a customer-facing support role
- The ability to work in a fast-moving and ever-changing environment
- Experience working with customers, engineers, and members of a product team
- Exceptional people skills and empathy
- Excellent command of the English language
- A high degree of attention to detail
- A general understanding of technical subjects and the internet
- A kind and generous attitude towards customers and co-workers alike
- A desire to receive feedback and grow
You will be expected to:
- Act as front-line support for the product, answering customer tickets and resolving issues
- Provide basic summary analysis of the nature of tickets received
- Categorize tickets using rules established by the product and engineering team
- Identify emergent issues evidenced through support ticket volume
- Communicate with internal sources of product and engineering knowledge
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.
Project Athenian: 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.
Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
Sound like something you’d like to be a part of? We’d love to hear from you!
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 [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.