Support Escalations Specialist

About the role

In the dynamic world of Roblox, the Support Escalations Specialist plays a pivotal role in managing complex and sensitive customer issues. This position is not just about responding to inquiries; it involves navigating high-stakes situations that require a keen understanding of legal, financial, and operational challenges. As a member of an internal response team, you will be instrumental in ensuring that our community receives the highest quality of support, while also contributing to the development of proactive solutions that enhance our overall operations.

Key facts

What you'll do

• Take ownership of intricate escalations that involve sensitive legal and executive matters, ensuring resolutions are handled with empathy and precision.
• Serve as a liaison between external vendor partners and our internal teams, facilitating the documentation of processes and workflows to improve efficiency.
• Go beyond simply addressing tickets; conduct thorough investigations into the root causes of issues to identify systemic problems and advocate for necessary changes.
• Maintain meticulous records for each case, transforming raw data into actionable insights that can be shared with Product and Engineering teams for continuous improvement.
• Collaborate closely with various departments, including Product Support, Legal, and Developer Relations, to keep them informed about significant cases and emerging trends.
• Develop and implement best practices for handling escalations, ensuring that the team is equipped with the knowledge and tools needed to manage high-risk situations effectively.
• Participate in regular training and development sessions to enhance your skills and stay updated on the latest industry trends and company policies.
• Engage in cross-functional projects aimed at improving the overall customer experience and operational efficiency within the support ecosystem.

Requirements

• A minimum of 5 years of experience in a high-level support, Trust & Safety, or operations role, with a strong preference for candidates with experience in Executive or Legal escalations.
• A knack for investigative work; you should be comfortable sifting through data and logs to uncover critical information.
• Exceptional communication skills, with the ability to distill complex customer issues into clear and concise updates for various stakeholders.
• A proactive mindset, eager to take initiative in creating processes and solutions without waiting for guidance.
• A Bachelor's degree in Business, Communications, Operations, or a related discipline is required.
• Strong interpersonal skills, with the ability to work collaboratively across teams and mentor others as needed.

Nice to have

• Experience in the gaming or tech industry, particularly in roles related to customer support or operations.
• Familiarity with data analysis tools and techniques that can aid in identifying trends and insights.
• Previous experience working with vendor partners or in a remote team environment.
• Knowledge of legal and compliance issues related to digital platforms and customer interactions.

Skills & tools

• Proficient in using customer support software and ticketing systems to manage and track escalations.
• Strong analytical skills, with the ability to interpret data and generate reports that inform decision-making.
• Familiarity with project management tools that facilitate collaboration and workflow management.
• Excellent problem-solving abilities, with a focus on finding innovative solutions to complex challenges.

Practical notes

• This position requires collaboration with team members located in California, USA, necessitating flexibility in working hours to accommodate time zone differences.
• On-call responsibilities and weekend work will be part of the role, ensuring that high-priority issues are addressed promptly.
• Employees are expected to work onsite in the Gurugram office on Tuesdays, Wednesdays, and Thursdays, with optional attendance on Mondays and Fridays unless otherwise specified.

Roblox is committed to fostering an inclusive workplace and provides equal employment opportunities to all individuals, regardless of race, color, religion, gender, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws. Reasonable accommodations will be provided for candidates with qualifying disabilities or religious beliefs during the recruitment process.

For positions based in the United States, please be aware that the company may not be able to employ candidates who require specific U.S. work authorization or support future H-1B visa sponsorship for this role.