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Hiring companyRoblox
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Support Escalations Specialist
Gurugram, Haryana, India Full-time Hybrid
About the role
Internal High-Stakes Response Team at Roblox builds a rapid‑response operation for critical internal escalations affecting the platform. The specialist owns and resolves complex legal, financial and executive‑level cases, conducts deep‑dive investigations, and documents processes to drive systemic fixes. Works from Gurugram, hybrid (on‑site Tue‑Thu, optional Mon/Fri) collaborating with teams in California and across the company.
What you’ll do
- Own and resolve complex escalations with legal, financial, and executive sensitivities
- Act as bridge between vendor partners and internal teams, documenting workflows
- Conduct deep‑dive investigations into systemic errors and agent behaviors
- Maintain high‑integrity case data and generate insights for Product and Engineering
- Partner with Product Support, Legal, Ad Ops, Developer Relations and other stakeholders
What you’ll bring
- 3+ years in high‑tier support, Trust & Safety, or operations
- Experience with legal or executive escalations
- Strong investigative skills, comfortable digging through logs
- Ability to translate complex issues into clear updates
- Bachelor's degree in Business, Communications, Operations or related field
Skills
Escalation ManagementLegal CoordinationData AnalysisProcess DocumentationVendor Management
Education
Bachelor's degree