Moderation Escalation Specialist (Trust & Safety)

TL;DR

Moderation Escalation Specialist (Trust & Safety): Managing high-impact safety escalations and developing reliable moderation processes for Roblox’s online gaming platform with an accent on policy expertise, ambiguous incident analysis, and trustworthy data labeling. Focus on coordinating 24x7 escalation coverage, conducting root cause analysis, and improving moderation standards and operational performance.

Location: United States-based role; office-based roles require onsite work Tuesday through Thursday, with optional presence on Monday and Friday.

Company

Roblox operates a 3D online gaming platform where users and creators build, share, and experience immersive digital worlds.

What you will do

• Own high-visibility safety escalations from assessment through resolution using community standards and internal procedures.
• Serve as the policy subject matter expert for high-impact user and developer moderation decisions.
• Manage and improve the internal escalation process, service levels, and standard operating procedures.
• Coordinate with safety partners, moderation agents, leadership, and cross-functional stakeholders.
• Produce trustworthy labels for moderation training and policy development.
• Analyze operational data, identify root causes and bottlenecks, and recommend improvements while supporting rotating on-call and weekend coverage.

Requirements

• 5+ years of experience handling incidents or escalations in gaming, social media, or communications platforms.
• Experience working on a trust and safety team or closely with policy and content moderation functions.
• Excellent communication skills for collaboration with cross-functional stakeholders and company leadership.
• Strong project management, prioritization, and process-building skills.
• Interest in online safety, policy development, regulations, and emerging trends.
• Willingness to review graphic, controversial, and potentially offensive content and participate in rotating on-call or shift support, including weekends.

Culture & Benefits

• Work on safety operations for a large-scale global gaming platform.
• Collaborate with moderation agents, policy teams, leadership, and cross-functional partners.
• Participate in a rotating schedule that supports 24x7 moderation coverage.
• Reasonable accommodations are available during the recruiting process for qualifying disabilities or religious beliefs.
• For US-based roles, certain US visa categories may not be supported and future H-1B sponsorship may be unavailable.