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Trust and Safety Manager
hace 2 meses
We are seeking a highly skilled Trust and Safety Manager to join our global Trust and Safety Platform Compliance team. As a key member of our team, you will be responsible for leading our team of Trust and Safety Investigators and developing and enhancing our Trust and Safety policies and procedures to ensure efficiencies and exceptional customer experience.
Key Responsibilities- Lead and manage the Trust and Safety Platform Compliance team in Mexico with effective leadership, ability to hire and retain talented staff, ability to train and develop a team in Trust and 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 and 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.
- 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.
- Excellent storytelling and presentation skills.
- 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.
Cloudflare is 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.
We are proud to be an equal opportunity employer and are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.
