Lead, Support Operations Excellence

Overview

Lead the Support Operations Excellence team within Roblox's Trust and Safety Operations, managing escalations, product reliability, process improvement and design for the Safety Ops team. This is a player-coach role, weighted toward leadership.

What you'll do

• Manage, coach, and grow a team of four Product Support Specialists, owning onboarding, performance, and career development.
• Set direction and hold the quality of output for the team, and set clear standards for what good looks like at each level.
• Represent the team's work, constraints, and priorities to leadership and cross-functional partners.
• Serve as the primary point of contact between the Product Support Specialists team and Product Support Managers (PSMs), ensuring escalated issues arrive with synthesis, evidence, and recommendations.
• Own the quality bar for what the team escalates into PSM and engineering prioritization.
• Ensure RCAs are completed, documented, socialized with the right stakeholders, and translated into changes that prevent recurrence.
• Step in personally on the highest-stakes and most ambiguous problems, and partner with PSMs to make the call when the path forward is unclear.
• Co-own the health of product support across contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where users get stuck.
• Turn patterns into prioritized action, including recurring issues, missing coverage, misleading documentation, and product gaps.
• Tighten workflows and handoffs between support, engineering, and product, and eliminate manual toil through process and tooling.
• Pressure-test upcoming product and policy launches from a support perspective and ensure content, tooling, and agent readiness are in place.
• Partner with vendor operations (BPO/Tier 1) to improve first-contact resolution, reduce bad escalations, and enable frontline agents on critical product changes.
• Co-own the accuracy of support content, including troubleshooting guides, decision trees, structured resolution paths, and policy interpretations, with PSMs.
• Partner with Knowledge Management, Training, and Quality teams to align documentation, agent enablement, and quality control with user needs.

What you'll need

• 8+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
• Direct people management experience, including ownership of performance and career development, with a track record of developing individuals and raising team performance.
• A demonstrated track record of independent root cause analysis on complex technical issues, and judgment on when to go deep yourself and when to delegate.
• Experience owning incident response for high-severity issues, including coordinating cross-functional teams under time pressure.
• Breadth across multiple support domains, or clear evidence you can get up to speed on an unfamiliar one quickly.
• Excellent written communication, able to explain nuanced technical failures to engineers, frustrated users, and leadership.
• Strong cross-functional influence without authority.
• Comfort with ambiguity, and ability to set direction when the problem space is not yet well defined.
• Willingness to participate in on-call support when needed.
• Analytical, proactive, team-oriented, and data-driven.

Nice to have

• Experience owning support content at scale, with evidence that content changed outcomes (deflection, handle time, resolution quality).
• Experience building or scaling a support team through significant growth or change.
• Prior experience supporting a developer, creator, or partner audience alongside a general consumer base.
• Experience working with BPO or outsourced support partners.

Details

• Reports to the Trust & Safety India Operations Manager.
• Roles based in an office are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday (unless otherwise noted).