Lead, Support Operations Excellence

Overview

Lead Support Operations Excellence on the Trust & Safety Operations team, focusing on escalations, reliability, process improvement, and incident management across Roblox support domains.

What you'll do

• Mentor and lead a team of four Product Support Specialists, including onboarding, performance, and career development.
• Serve as the primary escalation and coordination point between the PSS team and PSM, ensuring issues include synthesis, evidence, and recommendations.
• Drive operational excellence by co-owning support health metrics such as resolution rates, reopen/escalation rates, deflection performance, and CSAT.
• Ensure RCAs are completed, documented, socialized with stakeholders, and translated into changes to prevent recurrence.
• Support launches by pressure-testing upcoming product/policy changes from a support perspective and ensuring readiness.
• Co-own accuracy and reliability of support knowledge content used by support agents.

What you'll need

• 8+ years in technical support, product support, or a comparable operational role, including significant senior/escalation tier experience.
• Direct people management experience owning performance and career development.
• Demonstrated independent root cause analysis on complex technical issues.
• Experience owning incident response for high-severity issues coordinating cross-functional teams.
• Excellent written communication.
• Willingness to participate in on-call support when needed.

Details

• Location: Gurugram, Haryana, India.
• Onsite schedule: office-based roles are onsite Tuesday, Wednesday, and Thursday, with optional presence on Monday and Friday.
• Reports to the Trust & Safety India Operations Manager.