Support Escalations Specialist

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Skills you'll use

What you'll 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.
• 3+ 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.

Who can apply

• 3+ 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.

About Roblox

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