Trust & Safety Manager - Critical Escalations
2 meses atrás
Trust & Safety Manager - Critical EscalationsLocation: Lisbon
We are looking for a Manager of Cloudflare's Trust and Safety Critical Escalations team. In this role, you will manage and mentor a team of investigators who triage sensitive, high profile, and escalated Trust & Safety requests. Not only will you address requests that affect our customers, but you will lead the team that proactively identifies and mitigates high risk situations with a significant potential for broad impact. You possess a proven track record of leading high-performance teams and have experience in dynamic and fast pasted environments.
Responsibilities: Help build a world class globally-distributed team through leadership, guidance, and career development.Be responsible for ensuring timely triage of tasks, while also building meaningful metrics that clearly demonstrate the effectiveness of the team.Provide monthly and quarterly reports to senior. leadership and supporting teams on trends and issues that our customers experience, with recommendations to improve policies, procedures, and products.Partner with the Sales, Customer Support, Legal, and the Product teams to ensure our policies and guidelines can be enforced in a scalable fashion.Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.Requirements:5+ years experience in a Trust & Safety or customer support role at an Internet service provider or hosting provider processing abuse reports and time sensitive escalations.5+ years experience managing a remote team effectively with a strong desire to help others learn and grow.You know how to deal with ambiguity and be able to navigate through it with perseverance, a positive mentality and a point of view; We're still growing and learning and will look to you to help us establish and evolve processes.Experience with analytics and experience solving problems using data and providing practical business insights.Intermediate understanding of Cloudflare and the types of services we offer.Become a technical resource that earns the trust of customer stakeholders.Technical background to be able to understand the interaction between Trust & Safety considerations and Cloudflare's services.Excellent written and verbal communication and comfortable interacting with variety of senior stakeholders across various disciplines.Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.On-call required.Bonus Points:You understand DNS and how the Internet works.Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.Experience with defusing high pressure situations.Have experience working closely with Public Policy, Legal, and Communication teams.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.
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