Roblox3 дня назад

Support Escalations Specialist

Зарплата не указана

Gurugram

Обязанности

01Own and resolve complex escalations involving legal, financial, and executive-level sensitivities with a focus on empathy and extreme accuracy
02Act as a bridge and support conduit for our current vendor partners and our growing internal team, helping to document processes and workflows
03Conduct deep-dive investigations into systemic errors, poor agent behaviors and other gaps, and advocate for fixes
04Maintain high-integrity data on every case you handle, helping to turn raw ticket information into insights that we share with Product and Engineering teams
05Partner directly with Product Support, Legal, Ad Ops, Developer Relations and more to provide updates on high-profile cases and emerging trends

013+ years in a high-tier support, Trust & Safety, or operations role (Executive or Legal escalations experience is a massive plus)
02You enjoy detective work and are comfortable digging through logs and data to find the needle in the haystack
03You can translate complex customer challenges into clear, concise updates
04You are comfortable with ambiguity and excited by the challenge of building and partnering with vendor teams to coordinate and execute on tickets
05Bachelor’s degree in Business, Communications, Operations, or a related field
06Discreet & Reliable: You understand the sensitivity of high-risk work and can be trusted with confidential information
07Proactive: You don’t wait for a manual to be written; you help write it
08Resilient: You stay calm under pressure, especially when dealing with tight deadlines and high-visibility cases
09Collaborative: You’re a team player who is happy to mentor vendor partners today and help onboard new internal peers tomorrow

01This role requires collaboration with team members based in California, USA
02This role requires on-call work and weekends on a rotational basis to ensure 24/7 coverage for high-priority risks
03Roles that are based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday