Trust & Safety Manager - Critical Escalations 

Location: 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.