Moderation Escalation Specialist

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 Moderation Escalation Specialist role will focus on three key areas: improving the service Roblox provides for the internal safety escalation process, serving as an authoritative subject matter expert when high-impact users and developers are moderated, and providing policy teams with exceptional data sets of trustworthy labels so that Roblox safety policy can be developed effectively. 

Please note: This role may review graphic, controversial, and sometimes offensive content in line with Roblox’s policies. This role will also require some on-call or shift support.

This role will report to the Moderation Product Support team manager. 

You will:

• Act as Policy 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;
• Utilize SME knowledge of policy and enforcement to produce golden data labels for moderation training and policy purposes;
• Analyze operational data and conduct root cause analysis to identify trends, bottlenecks, and optimization opportunities, crafting recommendations for improvement;
• Participate in an on-call or shift rotating basis to ensure our team has 24x7 coverage, may include weekends.

You Have:

• 5+ years of experience responding to incidents or escalations at a gaming, social media or at other communications platform companies.
• 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 .
• Strong project management skills, strong prioritization acumen, ability to flex across multiple projects, build processes from the ground up.