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Lead, Support Operations Excellence

Roblox · Posted Oct 2

Online gaming platform, 3D virtual experiences, and developer tools

Gurugram, Haryana, IndiaFull-timeHybridLead/Staff8+ years₹35.0L–₹60.0L yearly100+ applicants
GamingOnline EntertainmentSoftware DevelopmentMetaverseVirtual WorldsPublic Company
Full time

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About the role

Roblox is a platform where tens of millions of people explore, create, play, learn, and connect through 3D immersive digital experiences built by a global community of developers and creators. The Trust and Safety Operations team scales Roblox's Operations organization and supports the platform's global players, developers, and advertisers. This Lead role manages a team of four Product Support Specialists focused on escalations, product reliability, process improvement and design, support content accuracy, and partnership with the Product Support Management team.

What you will do

  • Manage, coach, and grow a team of four Product Support Specialists, owning onboarding, performance, and career development. You'll set direction and hold the quality of output for the team. Coach them to grow their scope and operate with independence.
  • Set clear standards for what good looks like at each level, and give direct, specific, and frequent feedback against them.
  • Represent the team's work, constraints, and priorities to leadership and to cross-functional partners.
  • Serve as the primary point of contact between the PSS team and PSM, ensuring the issues your team surfaces arrive with the synthesis, evidence, and recommendation needed to act on them.
  • Own the quality bar for what your team escalates into the PSM and engineering prioritization process.
  • Ensure RCAs are completed, documented, socialized with the right stakeholders, and work with the PSM team to ensure they are translated into changes that prevent recurrence.
  • Step in personally on the highest-stakes and most ambiguous problems, and partner with the PSM team to make the call when the path forward is unclear.
  • Co-own the health of product support across your domains: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where users are getting stuck.
  • Turn patterns into prioritized action: recurring issues, missing coverage, misleading documentation, and product gaps get surfaced with a recommendation.
  • Hold the line on quality standards, tighten workflows and handoffs between support, engineering, and product, and eliminate manual toil through better process and tooling.
  • Support Launches:
  • Get ahead of launches: make sure upcoming product and policy changes are pressure-tested from a support perspective, and that content, tooling, and agent readiness are in place before users feel the change.
  • Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise, process guidance, and team capacity.
  • Partner closely with the PSM team to establish a regular feedback loop on support health proactively identifying areas of strength, flagging degrading performance, and driving actionable mitigation plans.
  • Vendor & Escalation Quality: Partner with vendor operations (BPO/Tier 1) to establish feedback loops that improve first-contact resolution, reduce bad escalations, and ensure frontline agents are enabled on critical product changes.
  • Co-own the accuracy/ information within support content that agents depend on along with PSMs, ensuring workflows, policies and guidance are accurate and up to date. Ensure support content which includes but is not limited to, troubleshooting guides, decision trees, structured resolution paths, policy interpretations are clear, current, and reliable for the support agents who use it.
  • Partner with Knowledge Management, Training, and Quality teams to align documentation, agent enablement, and quality control with what the data says users actually need.

Skills used in this role

CommunicationLeadershipPeople ManagementCoachingRoot Cause AnalysisIncident ResponseProcess ImprovementData AnalysisCross-Functional Collaboration

What the employer is looking for

  • 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 the collective performance of a team.
  • A demonstrated track record of independent root cause analysis on complex technical issues, and the judgment to know 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. You can explain a nuanced technical failure to an engineer, to a frustrated user, and to leadership, and all three come away clearer.
  • Strong cross-functional influence without authority.
  • Comfort with ambiguity. You set direction for your team when the problem space is not yet well defined.
  • Willingness to participate in on-call support when needed.
  • A Leader: Your team does better work because of you, and that shows up in their output and their growth.
  • Analytical: Excited to investigate large, ambiguous problems, and to measure both the problems and the solutions.
  • A proactive problem solver: You anticipate problems and take decisive action rather than waiting for them to escalate to you.
  • Team-oriented: You lift up your peers and find ways to make the wider organization stronger, not just your own team.
  • Data-driven: You use data to identify trends, measure results, and drive decisions.

Preferred qualifications

  • Experience owning support content at scale, with real evidence that content changed outcomes (deflection, handle time, resolution quality).
  • Experience building or scaling a support team through a period of 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.

Benefits and support

  • Compensation and benefits are detailed in the job posting

About Roblox

Roblox logo

Roblox

Company website
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Roblox operates an immersive online platform where users can build, share, and play 3D experiences created by a global community of developers. The company's mission is to bring the world together through play, enabling tens of millions of daily active users to socialize, learn, and work in virtual environments.

Industry
Gaming
Company size
2000+ employees
Founded
2004
Location
San Mateo, California, USA
Funding stage
Public Company

Funding

Public Company · $918M raised

First Round CapitalAltos VenturesGreylock PartnersIndex VenturesTiger Global ManagementAndreessen Horowitz
  • 2021-01-06Series H$520M
  • 2020-02-26Series G$150M

Leadership

DB
David Baszucki

Founder and Chief Executive Officer

NC

Naveen Chopra

Chief Financial Officer

JW
Jerret West

Chief Marketing Officer

MR

Mark Reinstra

Chief Legal Officer

ED

Enrico D'Angelo

Chief Business Officer

Recent coverage

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