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Trust and Safety Manager
hace 2 meses
Cloudflare is seeking a highly skilled Trust and Safety Manager to join our global team. As a key member of our Trust and Safety Platform Compliance team, you will be responsible for leading a team of Trust and Safety Investigators and developing and enhancing our Trust and Safety policies and procedures.
Key Responsibilities- Lead and manage the Trust and Safety Platform Compliance team in Mexico, providing effective leadership and guidance to team members.
- Develop deep expertise on Trust and Safety processes and drive continuous process improvement initiatives to enhance customer experience.
- Create and implement proactive measures to prevent fraud and minimize false positives.
- Through data-driven insights, develop recommendations for process improvements, new process standards, and agent tooling improvements to enable a more frictionless and consistent experience.
- Operationalize these recommendations through strong project management in partnership with Trust and Safety, Finance, Product, and other teams.
- Generate weekly, monthly, and quarterly reports on Platform Compliance and interact with internal and external partners to improve Platform Compliance capabilities.
- Ensure ongoing operations maintain a high level of stakeholder satisfaction and participate in an on-call leadership team for weekend and holiday coverage.
- 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 of experience leading a team.
- Demonstrate working knowledge of DNS and the Internet.
- 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 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. We're committed to protecting the free and open Internet and building a better Internet for everyone. We're proud to be an equal opportunity employer and value diversity and inclusiveness in our workplace.
