Moderation Escalation Specialist
Roblox · Posted Nov 3
Online gaming platform, 3D virtual experiences, and developer tools
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About the role
Roblox’s Safety Operations - Moderation Product Support team protects users and developers from harm within the online gaming environment and serves as subject matter experts for content safety policies and moderation at scale. The Escalation Specialist focuses on improving internal safety escalations, acting as the authoritative expert when high-impact users and developers are moderated, and providing policy teams with insights on escalation trends and root causes. The role may review graphic, controversial, and sometimes offensive content and includes weekend on-call work on a rotational basis.
What you will do
- Act as Policy Enforcement SME and own high-visibility safety escalations end-to-end, analyzing and assessing content against Roblox community standards and internal procedure guidelines;
- Communicate effectively with internal customers (leadership up to Roblox c-suite) and cross-functional stakeholders, performing comprehensive analysis of ambiguous incidents and represent the Safety org’s final say for HIU (high-impact user) moderation;
- Manage, maintain, and develop a highly effective escalations process that meets or exceeds relevant service level agreements;
- Coordinate with cross-functional partners and a large team of Roblox moderation agents and their respective staff; implement and maintain standard operating procedures for moderation processes;
- Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement;
- This role will require on-call work at weekends on a rotational basis;
- This role will involve exposure to graphic and/or objectionable content;
Skills used in this role
What the employer is looking for
- 3+ years of experience responding to incidents or escalations at a gaming, social media or other communications platform company;
- Familiarity with T&S risk domains (e.g., child safety, moderation evasion, systemic abuse, social engineering);
- Excellent communication skills to collaborate with cross-functional teams, including company leadership;
- Experience on a trust and safety team and/or have worked closely with policy or content moderation.
- An interest in online safety, policy development, regulations and emerging trends;
- Experience red teaming or evaluating generative AI, LLMs, or automated moderation systems;
- Strong project management skills, prioritization acumen, ability to flex across multiple projects, build processes from the ground up.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Roblox
Roblox operates an immersive online platform where users can build, share, and play 3D experiences created by a global community of developers. The company's mission is to bring the world together through play, enabling tens of millions of daily active users to socialize, learn, and work in virtual environments.
- Industry
- Gaming
- Company size
- 2000+ employees
- Founded
- 2004
- Location
- San Mateo, California, USA
- Funding stage
- Public Company
Funding
Public Company · $918M raised
- 2021-01-06Series H$520M
- 2020-02-26Series G$150M
Leadership
Founder and Chief Executive Officer
Naveen Chopra
Chief Financial Officer
Chief Marketing Officer
Mark Reinstra
Chief Legal Officer
Enrico D'Angelo
Chief Business Officer
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