Product Support Specialist

Roblox; Gurugram District; On-site; INR 5,591,798 - 7,455,731; Full time

Job summary

A leading gaming platform is seeking a Product Support Specialist to handle sensitive government requests and ensure compliance with regulations. The role involves managing regulatory escalations, guiding a team of compliance agents, and communicating with leadership. The ideal candidate has over three years of experience in incident response at a gaming or social media company and possesses excellent communication skills. This role requires some on-call support and is primarily onsite three days a week.

Qualifications

• 3+ years of experience in incident response at a gaming or social media company.
• Experience with regulatory requests and compliance issues.
• Excellent communication skills for collaboration with leadership.

Responsibilities

• Act as a policy enforcement expert and manage regulatory escalations.
• Guide compliance agents and ensure exceptional customer experience.
• Communicate effectively with internal stakeholders and make critical decisions.

Skills

Regulatory compliance management

Cross-functional collaboration

Incident analysis

Excellent communication skills

Job description

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.

Primary Responsibilities

• 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 making business‑critical decisions under time constraints.
• Maintain professionalism, confidentiality, and good judgment when handling government requests which may require direct correspondence with regulators.
• Manage, maintain, and develop highly effective processes that meet or exceed 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, which may include weekends.

Qualifications

• 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 having 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.