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).
Read the full description and apply on the company’s own careers page.
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