Senior Product Support Specialist

Overview

Senior Product Support Specialist on the Trust and Safety Operations team, owning the hardest creator escalations end to end and turning root-cause learnings into support content, while acting as a product expert for the Product Support Management team.

What you'll do

• Co-monitor creator support health, including contact drivers, resolution and reopen rates, escalation rates, deflection performance, and CSAT, and surface where creators are getting stuck.
• Mine ticket, content, and automation data for recurring issues, missing coverage, misleading documentation, and product gaps, and proactively raise them to the PSM with a recommendation.
• Independently own root cause analysis for complex, high-impact, and ambiguous creator issues, including those crossing product, platform, and policy boundaries.
• Review upcoming product and policy changes from a support perspective and ensure content, tooling, and agent readiness are in place before launch.
• Support the PSM in preparing RCA or post-launch reports for engineering, product, and operations stakeholders.
• Report regularly to support and product leadership on where creator support is strong, where it is degrading, and proposed actions.
• Drive operational excellence by setting quality standards, tightening workflows and handoffs between support, engineering, and product, eliminating manual toil, and measuring process changes.
• Partner with Product Managers during alpha/beta testing to provide a Supportability Scorecard for major upcoming platform features.
• Author and maintain the internal knowledge base, including troubleshooting guides, decision trees, macros, and policy interpretations, keeping it accurate as the product changes.
• Own creator support content, including intent-ready articles, structured resolution paths, and clear source material for support agents.
• Build automation and self-service experiences, supply their content, and flag where automation gives wrong or incomplete answers.
• Serve as a senior point of contact during high-severity creator-facing incidents, coordinating across support, engineering, and comms.
• Set the standard for well-formed escalations and reduce escalations that should not have occurred.

What you'll need

• 7+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
• A demonstrated track record of independent root cause analysis on complex technical issues.
• Excellent written communication.
• Ability to explain a nuanced technical failure to an engineer and to a frustrated creator.
• Comfort with ambiguity and genuine self-direction.
• Strong cross-functional influence without authority.

Nice to have

• Experience owning support content at scale, with evidence that the content changed outcomes (deflection, handle time, resolution quality).
• Experience writing or structuring content that balances automation-driven, human-in-the-loop support and self-service.
• Prior experience supporting a developer, creator, or partner audience rather than a general consumer base.
• Working knowledge of Roblox as a creation platform, including Studio, Lua, the developer economy, or comparable experience with a UGC platform.
• Comfort querying datasets (SQL, Tableau, or similar BI tools) and analyzing diagnostic logs to isolate bugs before routing to engineering.

Details

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