Support Escalations Specialist
Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences- all created by our global community of developers and creators.
At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.
A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.
As a Support Escalations Specialist, you will be an early member of our internal high-stakes response team. Internal Escalations are a critical component of what we do in Support. Our community of internal stakeholders continuously advocate for our customers, and this team is a center point of that. We are building on all the wonderful work being done today, and adding this critical internal support function to bring expertise and ensure the highest level quality and execution.
This isn't your standard customer support role. You will handle the most sensitive and high-risk cases that hit our ecosystem-cases that often have direct visibility from our executive leadership, legal, and product teams. You will be responsible for not only resolving these complex issues but also documenting the "how" and "why" to help us build a proactive, world-class internal operation.
What You’ll Do
- 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.
You Have
- 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.
You Are
- Discreet & Reliable: You understand the sensitivity of high-risk work and can be trusted with confidential information.
- Proactive: You don’t wait for a manual to be written; you help write it.
- Resilient: You stay calm under pressure, especially when dealing with tight deadlines and high-visibility cases.
- Collaborative: You’re a team player who is happy to mentor vendor partners today and help onboard new internal peers tomorrow.
The Logistics
- 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 (unless otherwise noted).
Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.
For US based roles only, please note the Company may not be able to employ candidates for this role who have United States work authorization related to certain U.S. visa categories, or support future H-1B sponsorship at this time.