Support Escalations Specialist
Core
Resolve complex, high-risk escalations involving legal, financial, and executive-level sensitivities for Roblox's internal stakeholders and community.
Role type
Senior Support Escalations Specialist (High-Stakes Operations)
Builds
Internal support operations, documentation of processes/workflows, and insights for Product and Engineering teams.
Domain
Online gaming platform / Trust & Safety / Legal Operations
Deliverable
client delivery
Required skills
Complex case resolution, deep-dive investigation, data analysis, process documentation, cross-functional partnership, stakeholder management
Preferred skills
Executive or Legal escalations experience, vendor coordination, ambiguity navigation
Technologies
Ticketing systems, logs, data repositories
Responsibilities
Own and resolve complex escalations with legal/financial/executive sensitivities; conduct deep-dive investigations into systemic errors and agent behaviors; maintain high-integrity data and generate insights for Product/Engineering; partner with Legal, Ad Ops, and Developer Relations on high-profile cases; document processes and workflows.
Seniority
Senior, hands-on IC
