About the company
Roblox is a global platform bringing millions of people together through immersive 3D experiences. As a Support Escalations Specialist, you will be an early member of our internal high-stakes response team.
Responsibilities
- Own and resolve complex escalations involving legal, financial, and executive-level sensitivities with a focus on empathy and extreme accuracy.
- Act as a bridge and support conduit for our current vendor partners and our growing internal team, helping to document processes and workflows.
- You won't just complete tickets. You’ll find out why they happened. You will conduct deep-dive investigations into systemic errors, poor agent behaviors and other gaps, and advocate for fixes.
- Maintain high-integrity data on every case you handle, helping to turn raw ticket information into insights that we share with Product and Engineering teams.
- Partner directly with Product Support, Legal, Ad Ops, Developer Relations and more to provide updates on high-profile cases and emerging trends.
Requirements
- 5+ years in a high-tier support, Trust & Safety, or operations role (Executive or Legal escalations experience is a massive plus).
- You enjoy "detective work." You’re comfortable digging through logs and data to find the needle in the haystack.
- You can translate complex customer challenges into clear, concise updates.
- You are comfortable with ambiguity and excited by the challenge of building and partnering with vendor teams to coordinate and execute on tickets.
- Bachelor’s degree in Business, Communications, Operations, or a related field.
Conditions
- This role requires collaboration with team members based in California, USA.
- This role requires on-call work and weekends on a rotational basis to ensure 24/7 coverage for high-priority risks.
- Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.