Moderation Escalation Specialist

Overview

Own high-visibility safety escalations and act as the policy enforcement subject matter expert for Roblox's Moderation Product Support team, improving escalation service, owning final say on high-impact user moderation, and surfacing escalation trends and root causes for policy teams.

What you'll do

• Act as Policy Enforcement SME and own high-visibility safety escalations end-to-end, analyzing and assessing content against Roblox community standards and internal procedure guidelines
• Communicate effectively with internal customers (leadership up to Roblox c-suite) and cross-functional stakeholders, performing comprehensive analysis of ambiguous incidents and represent the Safety org's final say for HIU (high-impact user) moderation
• Manage, maintain, and develop a highly effective escalations process that meets or exceeds relevant service level agreements
• Coordinate with cross-functional partners and a large team of Roblox moderation agents and their respective staff; implement and maintain standard operating procedures for moderation processes
• Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement

What you'll need

• 3+ years of experience responding to incidents or escalations at a gaming, social media or other communications platform company
• Familiarity with T&S risk domains (e.g., child safety, moderation evasion, systemic abuse, social engineering)
• Excellent communication skills to collaborate with cross-functional teams, including company leadership
• Experience on a trust and safety team and/or have worked closely with policy or content moderation
• An interest in online safety, policy development, regulations and emerging trends
• Strong project management skills, prioritization acumen, ability to flex across multiple projects, build processes from the ground up

Nice to have

• Experience red teaming or evaluating generative AI, LLMs, or automated moderation systems

Details

• Location: Gurugram, Haryana, India
• Reports to the Senior Manager, Moderation Escalations
• Requires on-call work at weekends on a rotational basis
• Involves exposure to graphic and/or objectionable content
• Office-based roles are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted)