Support Escalations Specialist

Overview

Support Escalations Specialist role on Roblox’s internal high-stakes response team, handling sensitive escalated cases and driving resolution through investigation, documentation, and cross-team updates.

What you'll do

• Own and resolve complex escalations involving legal, financial, and executive-level sensitivities.
• Act as a bridge to support vendor partners and the internal team with process and workflow documentation.
• Conduct deep-dive investigations into systemic errors and gaps in behavior.
• Maintain high-integrity case data and turn raw ticket information into insights for Product and Engineering.
• Partner with Product Support, Legal, Ad Ops, Developer Relations and others to provide updates on high-profile cases and trends.

What you'll need

• 3+ years in a high-tier support, Trust & Safety, or operations role.
• Comfort digging through logs and data to find root causes.
• Ability to translate complex customer challenges into clear, concise updates.
• Comfort working in ambiguity and coordinating with vendor teams.
• Bachelor’s degree in Business, Communications, Operations, or a related field.
• Discretion and reliability with confidential information.

Details

• Location: Gurugram, Haryana, India.
• Collaboration required with team members based in California, USA.
• On-call work and weekends on a rotational basis for 24/7 coverage.
• On-site schedule: Tuesday, Wednesday, and Thursday (optional Monday and Friday).