Product Support Specialist, International at Roblox

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. Roblox’s Safety Operations 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 Product Support Specialist, International & Government Requests role will focus on responding to sensitive government and regulatory requests, collaborating with stakeholders across Public Policy, Legal, and safety leadership, and improving our tooling, processes, and workflows designed to scale Roblox’s compliance with regulatory requirements. This role will report to the moderation operations team manager. 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. You will report to the Moderation Product Support team manager. You will • Act as policy enforcement subject matter expert and own high-visibility regulatory escalations end-to-end, analyzing and assessing content against Roblox community standards and internal procedure guidelines • Guide a large team of Roblox Compliance agents and staff, ensuring exceptional customer experience and meeting performance metrics • Communicate effectively with internal customers (leadership up to Roblox c-suite) and cross-functional stakeholders, performing comprehensive analysis of ambiguous incidents and make business-critical decisions under time constraints; • Maintain professionalism, confidentiality, and good judgement when handling government requests which may require direct correspondence with regulators; • Manage, maintain, and develop a highly effective processes 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; • Participate in an on-call or shift rotating basis to ensure our team has 24x7 coverage, may include weekends. You Have: • 3+ years of experience responding to incidents or escalations at a gaming, social media or other communications platform company. • Experience managing regulatory requests and responses, or online safety issues in a compliance environment. • 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 . Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted). Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.