Support Escalations Specialist
RobloxUser-Generated Content company
Gurugram, IndiaMid
Altimeter Capital
Dragoneer Investment Group
Andreessen Horowitz
Tencent
First Round Capital
Warner Music Group
Operations & StrategyNew
About the role
TL;DR
Resolve complex, high-risk support escalations with accuracy and empathy.
- •As a Support Escalations Specialist, you will be an early member of our internal high-stakes response team.
- •This team is a critical component of what we do in Support, ensuring the highest level of quality and execution for sensitive and high-risk cases.
- •Key Responsibilities 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.
- •Conduct deep-dive investigations into systemic errors and advocate for fixes.
- •Maintain high-integrity data on every case, turning raw ticket information into insights for Product and Engineering teams.
- •Partner directly with Product Support, Legal, Ad Ops, and Developer Relations to provide updates on high-profile cases and emerging trends.
- •Requirements 5+ years in a high-tier support, Trust & Safety, or operations role.
- •Experience with "detective work" and digging through logs and data.
- •Ability to translate complex customer challenges into clear, concise updates.
- •Comfort with ambiguity and excitement for building and partnering with vendor teams.
- •Bachelor's degree in Business, Communications, Operations, or a related field.
Required skills
JiraConfluenceSlackExcel
Domain expertise
gaming
Tech stack
PythonJavaScriptSQLBashNode.jsReactAWSGoogle CloudAzureDockerKubernetesCI/CDGitHub ActionsJenkinsJiraConfluenceSlackExcelGoogle AnalyticsGA4WorkdayGreenhouseLeverMarketo
