💼 About This Role

You'll join Roblox's internal high-stakes response team, handling the most sensitive and high-risk cases that reach our ecosystem. You will resolve complex escalations involving legal, financial, and executive-level sensitivities while documenting root causes to build a proactive operation. This role offers direct visibility from executive leadership, legal, and product teams.

🎯 What You'll Do

• Resolve complex escalations involving legal, financial, and executive-level sensitivities.
• Bridge vendor partners and internal team, documenting processes and workflows.
• Conduct deep-dive investigations into systemic errors and advocate for fixes.
• Maintain high-integrity data and turn ticket information into insights for product teams.
• Partner with Product Support, Legal, Ad Ops, and Developer Relations on high-profile cases.

📋 Requirements

• 3+ years in high-tier support, Trust Safety, or operations role.
• Bachelor's degree in Business, Communications, Operations, or related field.
• Ability to dig through logs and data to find root causes.
• Strong written communication skills to translate complex issues into clear updates.

✨ Nice to Have

• Executive or Legal escalations experience.
• Experience with vendor team coordination.

🎁 Benefits & Perks

• 🏖️ Flexible PTO
• 💻 Remote-friendly hybrid schedule
• 📈 Stock grants
• 🏥 Health benefits
• 🍴 Free lunches

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Technical interview with team· 1 hour
3. 3Hiring manager interview· 45 min
4. 4Executive interview· 30 min

🚩 Heads Up

• Requires on-call and weekend work for 24/7 coverage.
• Role requires collaboration with California team, implying time zone challenges.