Moderation Escalation Specialist

About Roblox and the Role

Roblox is a vibrant platform where millions globally engage daily to explore, create, and connect through 3D immersive experiences crafted by a worldwide community. Our mission is to reshape human interaction by enabling users to connect positively across devices and locations, aiming to reach one billion people with optimism and civility.

Within Roblox Safety Operations, the Moderation Product Support team plays a pivotal role in shielding users and developers from harmful behavior. This team provides expert knowledge on content safety policies and scales moderation efforts across the platform.

The Moderation Escalation Specialist is critical in enhancing Roblox's internal safety escalation services, acting as a subject matter expert on high-impact user moderation, and supplying trustworthy data to improve safety policy development.

Note: The position requires exposure to graphic or sensitive content following Roblox policies and includes on-call or shift duties.

Key Responsibilities

• Serve as the policy expert managing high-profile safety escalations from start to finish, evaluating content against community standards and internal guidelines.
• Engage effectively with internal stakeholders, including senior leadership, to analyze complex incidents and finalize decisions on high-impact user moderation.
• Oversee and refine the escalation process to meet or surpass service level agreements.
• Collaborate with cross-functional teams and a large group of moderation agents to implement and uphold standard operating procedures.
• Leverage policy expertise to create accurate data sets for moderation training and policy enhancement.
• Perform data analysis to identify patterns, challenges, and areas for process improvement and provide actionable recommendations.
• Participate in shift rotations or on-call duties to maintain 24/7 team coverage, including some weekends.

Candidate Qualifications

• More than five years of experience handling incident response or escalations in gaming, social media, or communication platforms.
• Strong communication skills for collaborating with diverse teams and senior company leadership.
• Background in trust and safety or collaboration with policy and content moderation teams.
• Keen interest in online safety issues, policy formation, relevant regulations, and industry trends.
• Proven project management abilities, adept at prioritizing tasks, managing multiple projects, and establishing foundational processes.

Additional Information

This role is onsite in Gurugram, with a hybrid presence encouraged Tuesday through Thursday and optional presence on Mondays and Fridays unless specified otherwise.

Roblox is an equal opportunity employer committed to a discrimination-free workplace, offering accommodations for qualified candidates during recruitment.