Support Escalations Specialist

Roblox
Gurugram, Haryana
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Empathy","Accuracy","Investigative mindset","Communication","Confidentiality"]

Join Roblox’s internal high-stakes response team to handle the most sensitive, high-risk customer cases with legal, financial, and executive-level context. You’ll resolve complex escalations, perform deep-dive investigations into systemic errors and agent gaps, and maintain high-integrity case data. Partner closely with Product Support, Legal, Ad Ops, and Developer Relations to share updates, emerging trends, and the “how” and “why” behind outcomes to build a proactive internal operation.

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FursaFursa
Roblox
Roblox
1 month ago

Support Escalations Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 37 minutes agoStatus: Live

Job Summary

Join Roblox’s internal high-stakes response team to handle the most sensitive, high-risk customer cases with legal, financial, and executive-level context. You’ll resolve complex escalations, perform deep-dive investigations into systemic errors and agent gaps, and maintain high-integrity case data. Partner closely with Product Support, Legal, Ad Ops, and Developer Relations to share updates, emerging trends, and the “how” and “why” behind outcomes to build a proactive internal operation.
Location: Gurugram, Haryana
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own and resolve complex escalations involving legal, financial, and executive-level sensitivities with empathy and extreme accuracy.
  • •Act as a bridge for vendor partners and internal teams, documenting processes and workflows.
  • •Investigate systemic errors, poor agent behaviors, and other gaps; advocate for fixes beyond ticket resolution.
  • •Maintain high-integrity case data and turn ticket information into insights for Product and Engineering teams.
  • •Partner directly with Product Support, Legal, Ad Ops, and Developer Relations to provide updates on high-profile cases and emerging trends.

Key Requirements

  • •3+ years in a high-tier support, Trust & Safety, or operations role, with executive or legal escalations experience as a strong plus.
  • •Comfortable doing “detective work,” including digging through logs and data to identify root causes.
  • •Ability to translate complex customer challenges into clear, concise updates.
  • •Experience working with ambiguity and coordinating with vendor teams to resolve tickets.
  • •Bachelor’s degree in Business, Communications, Operations, or a related field.
Experience:3+ years
Education:Bachelor's in Business, Communications, Operations, or a related field
Skills:EmpathyAccuracyInvestigative mindsetCommunicationConfidentiality
Languages:English
Tech Stack:LogsData

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