Overview
Senior Product Support Specialist for Roblox’s Trust & Safety Operations team, owning complex escalations and driving end-to-end resolution while feeding insights back into product and support content.
What you'll do
- Own the hardest escalations end to end for creator support issues.
- Drive root cause analysis with engineering and product partners.
- Turn learnings into support content that scales for human agents and automated experiences.
- Monitor creator support health metrics including resolution and escalation rates, deflection performance, and CSAT.
- Mine ticket/content/automation data to identify patterns and surface recommendations to PSM.
- Review upcoming product and policy changes and ensure support readiness before launches.
- Coordinate cross-functionally during high-severity creator-facing incidents.
What you'll need
- 7+ years in technical support, product support, or comparable operational roles, including senior/escalation tier experience.
- Demonstrated track record of independent root cause analysis on complex technical issues.
- Excellent written communication.
- Ability to explain nuanced technical failures to engineers and creators.
- Comfort with ambiguity and self-direction.
- Ability to exercise cross-functional influence without authority.
- Ability to query datasets (SQL, Tableau, or similar BI tools) and analyze diagnostic logs.
Nice to have
- Experience owning support content at scale with evidence of outcome impact (deflection, handle time, resolution quality).
- Experience writing content balancing automation and human-in-the-loop support.
- Prior experience supporting developer/creator/partner audiences rather than general consumer base.
- Working knowledge of Roblox as a creation platform (Studio, Lua, developer economy, or comparable UGC platform).
Details
- Reports to the Trust & Safety India Operations Manager.
- Location: Gurugram, Haryana, India.
- Onsite schedule: Tuesday and Wednesday and Thursday; optional presence on Monday and Friday (unless otherwise noted).
Read the full description and apply on the company’s own careers page.
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