Support Escalations Specialist
Roblox · Posted Oct 2
Online gaming platform, 3D virtual experiences, and developer tools
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About the role
Roblox is a 3D immersive digital experience platform where tens of millions of people explore, create, play, learn, and connect through experiences built by its global developer and creator community. As a Support Escalations Specialist, you will be an early member of the internal high-stakes response team within Support, handling the most sensitive and high-risk cases that reach the ecosystem. The role involves deep-dive investigations, high-integrity case data, and direct partnership with Product Support, Legal, Ad Ops, Developer Relations, and other internal stakeholders.
What you will do
- Own and resolve complex escalations involving legal, financial, and executive-level sensitivities with a focus on empathy and extreme accuracy.
- Act as a bridge and support conduit for our current vendor partners and our growing internal team, helping to document processes and workflows.
- You won't just complete tickets. You'll find out why they happened. You will conduct deep-dive investigations into systemic errors, poor agent behaviors and other gaps, and advocate for fixes.
- Maintain high-integrity data on every case you handle, helping to turn raw ticket information into insights that we share with Product and Engineering teams.
- Partner directly with Product Support, Legal, Ad Ops, Developer Relations and more to provide updates on high-profile cases and emerging trends.
Skills used in this role
What the employer is looking for
- 5+ years in a high-tier support, Trust & Safety, or operations role (Executive or Legal escalations experience is a massive plus).
- You enjoy "detective work." You're comfortable digging through logs and data to find the needle in the haystack.
- You can translate complex customer challenges into clear, concise updates.
- You are comfortable with ambiguity and excited by the challenge of building and partnering with vendor teams to coordinate and execute on tickets.
- Bachelor's degree in Business, Communications, Operations, or a related field.
- Discreet & Reliable: You understand the sensitivity of high-risk work and can be trusted with confidential information.
- Proactive: You don't wait for a manual to be written; you help write it.
- Resilient: You stay calm under pressure, especially when dealing with tight deadlines and high-visibility cases.
- Collaborative: You're a team player who is happy to mentor vendor partners today and help onboard new internal peers tomorrow.
- This role requires collaboration with team members based in California, USA.
- This role requires on-call work and weekends on a rotational basis to ensure 24/7 coverage for high-priority risks.
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
Recent coverage
Barchart
Roblox reports narrowed net loss and surging adjusted EBITDA in Q2 financial results2026-10-02
Roblox Blog
Roblox Innovation Awards Showcase What's Possible on Roblox2026-09-01
CBS News
Roblox faces ongoing scrutiny and legislative inquiries regarding child safety measures2026-08-19
CBS News
Roblox rolls out new age-based accounts to bolster platform safety2026-04-14