Support Escalations Specialist

About Roblox and Team Role

Roblox is a global platform where millions engage daily to explore, create, and connect through immersive 3D digital experiences crafted by a worldwide community of developers. Our mission is to reshape social interaction and unite a billion users with positivity and respect across various devices.

The Support Escalations Specialist will serve as a crucial member of our high-priority internal response team. This function supports internal stakeholders advocating for customers by managing sensitive, high-risk incidents visible to executive leadership, legal, and product groups. The role focuses on expert resolution, quality assurance, and documentation to enhance proactive approaches within support operations.

Key Responsibilities

• Take ownership of intricate escalation cases involving legal, financial, and executive considerations, ensuring empathetic and precise handling.
• Facilitate communication between vendor partners and internal teams, developing clear process documentation and workflows.
• Conduct thorough investigations to uncover root causes behind recurring issues, agent errors, and other systemic gaps, driving improvements.
• Maintain detailed, accurate case data to convert raw information into actionable insights for Product and Engineering departments.
• Collaborate with Product Support, Legal, Advertising Operations, Developer Relations, and others to communicate updates on critical cases and trends.

Required Experience and Skills

• Minimum 5 years in a senior support, Trust & Safety, or operational role; experience with executive or legal escalations is highly advantageous.
• Strong analytical skills with a penchant for investigative work, capable of examining logs and data thoroughly.
• Ability to clearly articulate complex customer issues in concise updates.
• Comfort and enthusiasm working amidst ambiguity, coordinating with vendor teams to manage ticket resolution.
• Bachelor’s degree in Business, Communications, Operations, or a related discipline.

Personal Attributes

• Trustworthy and discreet, handling confidential matters with utmost integrity.
• Proactive mindset, contributing to process creation instead of waiting for instructions.
• Resilient under pressure and able to manage high-visibility, time-sensitive cases calmly.
• Collaborative team player, willing to mentor partners and assist new colleagues.

Additional Information and Working Conditions

• Coordination with colleagues based in California, USA is required.
• Includes rotational on-call duties and weekend work to maintain 24/7 response coverage for critical incidents.
• Onsite attendance is expected Tuesday through Thursday, with optional presence Monday and Friday unless otherwise instructed.

Equal Opportunity and Legal Notes

Roblox commits to providing equal employment opportunities without discrimination based on legally protected characteristics and offers reasonable accommodations during recruitment for disabilities or religious beliefs.

Note for US-based applicants: The company may have limitations in employing candidates under certain US visa categories or providing H-1B sponsorship at this time.