Product Support Specialist - Text Filter

We are looking for a detailed-oriented and proactive Product Support Specialist to own the health and accuracy of our Text Filtering systems. In this role, you will sit at the intersection of Customer Support, Policy, and Engineering.

You will be responsible for ensuring our community remains safe while minimizing friction for our users. You will act as the first line of defense against new trends in policy violations and serve as the primary point of contact for users and developers experiencing filtering issues. If you are passionate about online safety, skilled in Regular Expressions (Regex), and enjoy solving complex linguistic puzzles, this is the role for you.

What You’ll Do

1. Incident Resolution & Support

• Handle Inquiries: Respond to user, developer, and internal reports regarding text filtering (both blocking and allowlisting) in a timely, empathetic, and professional manner.
• Resolve Escalations: Investigate false positives and false negatives, addressing user concerns and resolving blocking issues as quickly as possible to maintain a positive user experience.

1. Filter Optimization & Technical Implementation

• Regex Creation: Create, test, and deploy complex Regular Expressions (Regex) and logic rules to block policy-violating content or allow safe phrases that were inadvertently caught.
• Trend Response: Monitor platform trends and work with the team to adjust filters in real-time to react to new abuse tactics, slang, or bypass methods.
• Engineering Collaboration: Partner closely with the Safety Engineering team to maintain filter health, implement long-term updates, and ensure the stability of the text filter stack.

1. Policy & Process Improvement

• Subject Matter Expert (SME): Act as the authority on Roblox Community Guidelines. Use your deep knowledge of policy to make difficult judgment calls on what text should be blocked or allowed.
• Process Operations: Create, document, and optimize workflows to intake and resolve Text Filter escalations from all sources (developers, users, and internal stakeholders).
• Feedback Loop: Analyze support ticket data to identify systemic issues with the filter and propose long-term product improvements.

What You Bring

• Experience: 4+ years of experience in Product Support, Trust & Safety, Content Moderation, or a similar operational role within a UGC (User Generated Content) or gaming platform.
• Technical Skills: Proficiency in Regular Expressions (Regex) is required. You should be comfortable writing and debugging patterns.
• Communication: Excellent written communication skills with the ability to explain complex filtering logic to non-technical users and stakeholders.
• Judgment: Strong critical thinking skills and the ability to interpret nuance in language, slang, and cultural context to apply safety policies correctly.
• Agility: Ability to work in a fast-paced environment where trends change daily; you are comfortable pivoting priorities to address urgent safety concerns.

Bonus Points

• Experience with SQL or data analysis tools.
• Fluency in a second language (to assist with international text filtering).
• Previous experience working with developer communities or creator ecosystems.
• Familiarity with JIRA, Zendesk, or similar ticketing and project management tools.