About the role
Roblox’s Safety Operations - Moderation Product Support team is dedicated to protecting our users and developers from individuals who want to cause harm on our platform, within the online gaming environment. The Moderation Operations team are subject matter experts for content safety policies, and apply their knowledge to empower moderation scale across the Roblox platform. This is a critical team for our users, developers, and creators!
The Escalation Specialist role will focus on three key areas: improving the service Roblox provides for the internal safety escalations from our scaled content moderation systems, serving as an authoritative subject matter expert when high-impact users and developers are moderated, and providing policy teams with exceptional insights regarding escalation trends and root causes.
Please note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s policies.
You will report to the Senior Manager, Moderation Escalations
Shift
- This role requires collaboration with team members based in California, USA.
- This role requires on-call work and a rotational basis to ensure 24/7 coverage (including night shifts) for high-priority risks.
You will:
- Act as Policy Enforcement SME and own high-visibility safety escalations end-to-end, analyzing and assessing content against Roblox community standards and internal procedure guidelines;
- Communicate effectively with internal customers (leadership up to Roblox c-suite) and cross-functional stakeholders, performing comprehensive analysis of ambiguous incidents and represent the Safety org’s final say for HIU (high-impact user) moderation;
- Manage, maintain, and develop a highly effective escalations process that meets or exceeds relevant service level agreements;
- Coordinate with cross-functional partners and a large team of Roblox moderation agents and their respective staff; implement and maintain standard operating procedures for moderation processes;
- Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement;
- This role will require on-call work at weekends on a rotational basis;
- This role will involve exposure to graphic and/or objectionable content;
You Have:
- 3+ years of experience responding to incidents or escalations at a gaming, social media or other communications platform company;
- Familiarity with T&S risk domains (e.g., child safety, moderation evasion, systemic abuse, social engineering);
- Excellent communication skills to collaborate with cross-functional teams, including company leadership;
- Experience on a trust and safety team and/or have worked closely with policy or content moderation.
- An interest in online safety, policy development, regulations and emerging trends;
- Experience red teaming or evaluating generative AI, LLMs, or automated moderation systems;
- Strong project management skills, prioritization acumen, ability to flex across multiple projects, build processes from the ground up.