Support Escalations Specialist

Location: Collaboration with team members based in California, USA. Rotational on-call and weekend work is required to provide 24/7 coverage for high-priority risks.

Company

Roblox builds a platform and tools for creating and experiencing immersive 3D digital content.

What you will do

• Own and resolve complex escalations involving legal, financial, and executive-level sensitivities.
• Support vendor partners and internal teams by documenting processes, workflows, and operating procedures.
• Investigate systemic errors, agent behavior issues, and operational gaps to identify corrective actions.
• Maintain accurate case data and convert ticket information into insights for Product and Engineering.
• Partner with Product Support, Legal, Ad Ops, Developer Relations, and other stakeholders on high-profile cases and emerging trends.

Requirements

• 5+ years of experience in high-tier support, Trust & Safety, or operations.
• Experience with executive or legal escalations is highly valuable.
• Ability to investigate logs and data, identify root causes, and communicate complex customer issues clearly.
• Comfort working with ambiguity, coordinating vendor teams, and managing sensitive information.
• Bachelor’s degree in Business, Communications, Operations, or a related field.
• Availability for rotational on-call and weekend work is required.

Culture & Benefits

• Work on high-stakes support operations for a global immersive digital platform.
• Collaborate with internal teams across Support, Legal, Product, Engineering, Ad Ops, and Developer Relations.
• Opportunity to help build a new internal escalation function and establish proactive operating practices.
• Equal employment opportunity and reasonable accommodations are provided during the recruiting process.