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 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