Summary / ObjectiveThis role handles the day-to-day work of receiving, triaging, and resolving DNS abuse and compliance-related escalations. The Trust & Safety Partner investigates reports, takes action on retail accounts and domains within established policy, keeps accurate case records, and supports the team's response to law enforcement and legal requests (in coordination with Legal and the Sr. Officer).
The Trust & Safety Partner also contributes to our understanding of abuse. They log and categorize cases consistently, notice patterns across sources (CleanDNS, partner and registry reports, trusted reporters, Support cases), and flag emerging tactics and process gaps to the Sr. Officer. The role works with a moderate degree of autonomy on routine matters and escalates complex, novel, or high-risk cases promptly.
This role reports to the Director, Partner & Customer Operations
What You'll DoCase Intake and Triage- Receive and triage DNS abuse reports and compliance inquiries (phishing, malware, botnets, spam, pharming, and other types) from API partners, retail customers, and third parties
- Investigate reports and gather evidence, and ensure cases are actioned within required timelines and contractual requirements
- Ensure every case has an owner, status, timeline, and documented outcome
- Apply consistent categorization, tagging, and templates, and maintain audit-ready records
- Monitor assigned queues and SLAs; flag backlog, aging cases, and recurring issues
- Route Compliance and Policy requests to the right teams
Retail DNS Abuse- Handle abuse cases for the retail customer base, including escalations from Support
- Take appropriate action on accounts and domains (suspension, takedown, hold, referral) based on evidence and policy, balancing customer impact against risk
- Handle customer communication and appeals related to abuse actions, escalating disputed or sensitive cases
Partner and Reporter Support- Follow up on reports, confirm outcomes, and close the loop with reporters and partners
- Give trusted reporters and partners feedback on report quality (evidence, URLs, timestamps, correct abuse type) and note each source's accuracy for the Sr. Officer
- Support communications with registries, registrars, and Enterprise API Partners on abuse matters
Legal Process and Law Enforcement Support- Support intake and tracking of court orders, subpoenas, warrants, and law enforcement requests, including authenticity checks
- Execute approved actions (locks, holds, suspensions, transfers, data preservation) and document them in the case record
- Maintain confidentiality and chain of custody
- Escalate novel, urgent, or high-risk requests to Legal and the Sr. Officer promptly
Tooling, Analysis, and Process Improvement- Use CleanDNS and case management tools daily, and report issues, gaps, or misfiring workflows to the Sr. Officer
- Track and report case metrics (time to triage, time to mitigate, false-positive rate, repeat abuse) and flag trends and new tactics
- Suggest improvements to workflows, macros, playbooks, and escalation paths, and help keep them current
- Share what you're seeing with Support and other teams so they know what to look for
Who You Are / What You Bring- 5+ years in trust and safety, abuse operations, security operations, customer support escalations, or registrar/registry compliance
- Bachelor's degree in a relevant field or equivalent experience
- Working knowledge of DNS, WHOIS/RDAP, and the domain lifecycle, or the ability to build it quickly
- Familiarity with the registrar/registry ecosystem and ICANN obligations is a plus
- Experience with CRM and ticketing platforms for case management
- Strong investigative and documentation skills, with attention to detail
- Analytical skills: comfortable working with abuse data from multiple sources and explaining what it shows
- Clear written and verbal communication for customers, partners, and internal teams
- Sound judgment under ambiguity, with discretion and the discipline to follow policy and process
- Willingness to learn quickly and to ask for help or escalate when a case exceeds your remit
- Experience with legal process or law enforcement requests, threat intelligence or abuse feeds, or process automation preferred
- Ability to travel as needed
- Ability to work across time zones as part of a global organization as needed
- Reliable transportation to the workplace
Success Measures- Cases triaged and resolved within SLA and compliance timelines
- Complete, accurate case records and a clean audit trail, with all escalations tracked in the CRM
- Legal and law enforcement support tasks completed accurately and by deadline
- Decreasing time to mitigate and repeat abuse on assigned cases
- Reporter and partner follow-ups completed and outcomes confirmed
- Appropriate escalations: complex or high-risk matters reach the Sr. Officer or Legal promptly
- Useful process and trend input shared with the team
Physical Requirements- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
Salary RangeThe U.S. base salary range for this full-time position is $79,000 - $100,000 (flexibility based on experience) plus benefits as described below. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.
US team members (and their spouses, domestic partners, and/or dependent children) are covered by generously subsidized medical, dental, and vision insurance which includes company contributions to a Health Savings Accounts. Team members are also covered by company-paid life and disability insurance and have the option of participating in employee-paid supplemental life, accidental death and dismemberment, critical illness, and accident insurance. In addition, team members can enroll in the company's 401(k) plan with up to a 5% match. You receive 15 days of paid vacation yearly, increasing to 20 days after one year. Additionally, you get 5 days of paid sick leave, 13 paid holidays, and 20 weeks of paid parental leave for birthing parents, 12 weeks for others. Also, there's an opportunity for tuition reimbursement for qualifying expenses.
Note: Benefits programs are subject to eligibility requirements and may vary in certain locations.
