Support Escalations Specialist

Roblox
Gurugram
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Empathy","Collaboration","Data analysis"]

Join Roblox as an early member of the internal high-stakes Escalations team within Safety Operations. You’ll resolve complex, executive- or legal-facing escalations, document workflows, conduct deep-dive investigations, and collaborate with Product Support, Legal, Ad Ops and Engineering to drive proactive, data-informed improvements on high-visibility cases for a global online platform.

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Roblox
Roblox
3 months ago

Support Escalations Specialist

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Last checked: 4 hours agoStatus: Live

Job Summary

Join Roblox as an early member of the internal high-stakes Escalations team within Safety Operations. You’ll resolve complex, executive- or legal-facing escalations, document workflows, conduct deep-dive investigations, and collaborate with Product Support, Legal, Ad Ops and Engineering to drive proactive, data-informed improvements on high-visibility cases for a global online platform.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management

Key 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 vendor partners and our growing internal team, helping to document processes and workflows.
  • •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, turning raw ticket information into insights for Product and Engineering teams.
  • •Partner with Product Support, Legal, Ad Ops, Developer Relations and more to provide updates on high-profile cases and emerging trends.

Key Requirements

  • •3+ years in a high-tier support, Trust & Safety, or operations role (Executive or Legal escalations experience is a massive plus).
  • •Ability to dig through logs and data to identify root causes and translate findings into actionable updates.
  • •Strong written and verbal communication to clearly explain complex customer challenges.
  • •Comfort with ambiguity and experience collaborating with vendor teams to coordinate and execute on tickets.
  • •Bachelor’s degree in Business, Communications, Operations, or a related field.
Experience:3+ yearsSafetyTrust & safetyHigh-tier support
Education:Bachelor's
Skills:CommunicationProblem-solvingEmpathyCollaborationData 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