Tools and System Administrator, Trust & Safety Operations
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.
As a Tools and System Administrator on the Roblox Trust and Safety Global Scaled Operations team, you will work with our diverse teams to continuously improve our applications and tools to effectively and efficiently support our array of users. You will work with the Trust and Safety Operations and cross-functional partners to develop and refine workflows to meet different teams’ unique needs while creating unified experiences. You will plan, design, implement, and maintain systems while recommending best practices to use the suite of tools to their fullest potential.
This role is located on-site in San Mateo, CA, and reports to the Tools and Systems Manager.
You Will:
- Administrate applications, including implementation and configuration changes, to support 24/7 operations (example applications: Zendesk, Playvox, Absorb, Qualtrics, and others).
- Analyze, provide feedback, translate and maintain business requirements and processes into technical requirements, and manage implementation with the Trust and Safety teams, including new functionality and tooling evaluation.
- Collaborate with peers and incident management team(s) to ensure all protocols are diligently followed, monitor ticket queues, and perform analysis of problems across multiple systems and groups.
- Assist and lead in building training materials and documentation including announcements of tool changes.
- Facilitate operational needs in building reports and dashboards, including planning for data structures.
- Multi-task and manage changing and possibly conflicting priorities to meet the demands of internal and external customers
- Support the strategic goals of Safety Operations
You Have:
- 4+ years of experience in CRM, IVR, LMS, Knowledge Management tools, live channel support systems, integrations, reporting tools, and database administration.
- Experience with the end-to-end implementation, instrumentation, integration of front and back-office applications, and expertise in process improvement.
- Experience with HTML, CSS, and our tech stack: G Suite, Atlassian, Confluence, and Slack.
- Excellent analytical, communication skills, process oriented to effectively collaborate with management, multiple departments, and product development teams.
- Skillset, curiosity, and ambition to quickly learn, work on, and own applications
- Commitment to providing the best experience for customers and agents alike.
For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits.
Annual Salary Range
$135,510—$159,870 USD
Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).
You’ll Love:
- Industry-leading compensation package
- Excellent medical, dental, and vision coverage
- A rewarding 401k program
- Flexible vacation policy
- Roflex - Flexible and supportive work policy
- Roblox Admin badge for your avatar
- At Roblox HQ:
- Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks
- Onsite fitness center and fitness program credit
- Annual CalTrain Go Pass
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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.