Support Escalations Specialist

The role

You will own and resolve complex escalations involving legal, financial, and executive-level sensitivities. You will conduct deep-dive investigations into systemic errors and partner with Product, Legal, and Ad Ops teams.

What you will do

• Own and resolve complex escalations involving legal, financial, and executive-level sensitivities.
• Act as a bridge and support conduit for vendor partners and the internal team.
• Document processes and workflows.
• Conduct deep-dive investigations into systemic errors and poor agent behaviors.
• Maintain high-integrity data on every case.
• Provide updates on high-profile cases and emerging trends to Product, Legal, Ad Ops, and Developer Relations.

Required qualifications

• 5+ years in a high-tier support, Trust & Safety, or operations role
• Bachelor’s degree in Business, Communications, Operations, or a related field
• Comfortable digging through logs and data
• Ability to translate complex customer challenges into clear, concise updates
• Comfortable with ambiguity
• Discreet and reliable with confidential information
• Proactive
• Resilient under pressure
• Collaborative

Nice to have

• Executive or Legal escalations experience

About the company

Roblox is building tools and a platform that empower a global community of developers and creators to bring immersive digital experiences to life. The company's mission is to connect a billion people with optimism and civility.