Overview
As a Product Support Specialist on the Safety Ops team, you’ll manage escalations and high-impact incidents, improve support processes and reliability, and help engineering resolve issues affecting Roblox users and the platform.
What you'll do
- Coordinate and lead incident response for critical and high-severity issues.
- Assemble incident response teams and assess incident impact and severity.
- Own technical escalations and high-priority incidents across Trust & Safety Operations.
- Identify opportunities to improve support processes, agent efficiency, operating costs, and customer satisfaction.
- Develop and maintain documentation, training materials, and best practices based on issue trends.
- Work with Quality Assurance to ensure process adherence and implement quality control measures.
- Provide subject matter expertise for launching new support streams and initiatives.
What you'll need
- 4+ years of experience in technical support, product support, or a related role.
- Experience leveraging SQL or Python for problem-solving and dashboards (plus).
- Strong customer support principles, methodologies, and best practices understanding.
- Excellent analytical, problem-solving, and troubleshooting skills for complex technical issues.
- Strong written and verbal communication for diverse audiences.
- Ability to collaborate effectively with cross-functional teams and influence stakeholders.
- Familiarity with support ticketing systems, CRM tools, and relevant support technologies.
- Willingness to participate in on-call support for incident management issues.
Details
- Reports to the Trust & Safety India Operations Manager.
- Based in office with on-site presence Tuesday, Wednesday, and Thursday, and optional presence on Monday and Friday.
Read the full description and apply on the company’s own careers page.
