Trust & Safety Investigator, Platform Operations

Available Location: Kuala Lumpur, Malaysia
People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare's core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.
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. As an investigator you will carefully review abuse claims. This role is located in our Malaysia office.
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, off-hour and public holidays coverage responsibilities.

Requirements:

• You have 3-5 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role.
• 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
• 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
• Familiarity with billing and payment applications