Support Escalations Specialist

Overview

As a Support Escalations Specialist, you will be an early member of Roblox's internal high-stakes response team, handling the most sensitive and high-risk support cases, often with direct visibility from executive leadership, legal, and product teams.

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 current vendor partners and the 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 handled, turning raw ticket information into insights shared 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.

What you'll need

• 5+ years in a high-tier support, Trust & Safety, or operations role.
• Bachelor's degree in Business, Communications, Operations, or a related field.
• Enjoy "detective work" and are comfortable digging through logs and data to find the needle in the haystack.
• Able to translate complex customer challenges into clear, concise updates.
• Comfortable with ambiguity and excited by building and partnering with vendor teams to coordinate and execute on tickets.
• Discreet and reliable, able to be trusted with confidential information.
• Proactive, helping to write processes rather than waiting for a manual.
• Resilient, staying calm under pressure with tight deadlines and high-visibility cases.
• Collaborative, happy to mentor vendor partners and help onboard new internal peers.

Nice to have

• Executive or Legal escalations experience.

Details

• Location: Gurugram, Haryana, India.
• Requires collaboration with team members based in California, USA.
• On-call work and weekends on a rotational basis to ensure 24/7 coverage for high-priority risks.
• Office-based roles are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).