Moderation Escalation Specialist

Roblox
Gurugram
Workplace: OnsiteFull timeFunction: OtherExperience: 5+ yearsSkills: ["Communication","Cross-functional collaboration","Project management","Prioritization","Root cause analysis"]

Own end-to-end high-visibility safety escalations as a policy SME, analyzing ambiguous incidents and representing the Safety org’s final say for high-impact user moderation. Improve the escalations process to meet service levels, coordinate with moderation agents and stakeholders, and produce “golden” policy labels for training and policy development. Analyze operational data, perform root-cause analysis, and support rotating on-call/shift coverage for 24x7 moderation.

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FursaFursa
Roblox
Roblox
2 days ago

Moderation Escalation Specialist

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Last checked: 2 hours agoStatus: Live

Job Summary

Own end-to-end high-visibility safety escalations as a policy SME, analyzing ambiguous incidents and representing the Safety org’s final say for high-impact user moderation. Improve the escalations process to meet service levels, coordinate with moderation agents and stakeholders, and produce “golden” policy labels for training and policy development. Analyze operational data, perform root-cause analysis, and support rotating on-call/shift coverage for 24x7 moderation.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Seniority: Mid level

Key Responsibilities

  • •Act as Policy SME, owning high-visibility safety escalations end-to-end by analyzing content against community standards and internal procedures.
  • •Communicate effectively with internal leadership and cross-functional stakeholders, performing comprehensive analysis for ambiguous incidents and representing final say for HIU moderation.
  • •Develop and maintain an escalations process that meets or exceeds relevant service level agreements, including standard operating procedures.
  • •Produce “golden” data labels for moderation training and policy purposes using SME policy/enforcement knowledge.
  • •Analyze operational data, conduct root cause analysis to identify trends and bottlenecks, recommend improvements, and provide rotating on-call/shift coverage for 24x7 support.

Key Requirements

  • •5+ years of experience responding to incidents or escalations at gaming, social media, or communications platform companies.
  • •Experience on a trust and safety team and/or working closely with policy or content moderation.
  • •Excellent communication skills to collaborate with cross-functional teams, including leadership.
  • •An interest in online safety, policy development, regulations, and emerging trends.
  • •Strong project management and prioritization skills, with the ability to build processes from the ground up.
Experience:5+ yearsTrust and safetyContent moderation
Skills:CommunicationCross-functional collaborationProject managementPrioritizationRoot cause analysis
Languages:English

Company Brief

Roblox
Operates an online platform for user-generated games and virtual experiences, enabling creators to build, publish, and monetize interactive 3D experiences for a global community of players.
Industry: Gaming
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2004
WebsiteLinkedIn