Senior Product Support Specialist
Roblox · Posted Oct 9
Online gaming platform, 3D virtual experiences, and developer tools
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About the role
The Trust and Safety Operations team scales Roblox's operations organization and transforms customer experience for the global creators, players, and advertisers who build and use the platform. The team supports the creators whose experiences, publishing flows, payouts, and asset uploads power Roblox's 3D immersive digital experiences. As a Senior Product Support Specialist reporting to the Trust & Safety India Operations Manager, you will own the hardest creator escalations end to end, drive root cause analysis with engineering and product partners, and turn those learnings into knowledge base content and automated support experiences that scale.
What you will do
- Co-monitor the health of creator support: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where creators are getting stuck.
- Mine ticket, content, and automation data for patterns: recurring issues, missing coverage, misleading documentation, product gaps and surface them proactively with a recommendation attached to the PSM.
- Independently own root cause analysis for complex, high-impact, and ambiguous creator issues including ones that cross product, platform, and policy boundaries..
- Get ahead of launches: review upcoming product and policy changes, pressure test them from a support perspective, and make sure content, tooling, and agent readiness are in place before creators feel the change. Support PSM in preparing RCA or post launch report to surface to all concerned stakeholder (engineering, product, operations etc)
- Report clearly and regularly to support and product leadership on where creator support is strong, where it's degrading, and what you propose to do about it.
- Drive operational excellence in how creator support runs: hold the line on quality standards, tighten workflows and handoffs between support, engineering, and product, eliminate manual toil through better process and tooling, and treat every process change as something to be measured rather than assumed. Where the current way of working is the bottleneck, you name it and fix it.
- Product Feedback Loop: Partner directly with Product Managers (PMs) during alpha/beta testing phases to provide a "Supportability Scorecard" for major upcoming platform features.
- Author and maintain the authoritative internal knowledge base agents rely on which includes but is not restricted to troubleshooting guides, decision trees, macros, policy interpretations and keep it accurate as the product changes underneath it.
- Own creator support content, which includes (but is not limited to) intent-ready articles, structured resolution paths, and clear, unambiguous source material for support agents to rely on.
- Build automation and self-service experiences, supplying the content and acting as a subject-matter judgment behind them, and flagging where automation is producing wrong or incomplete answers.
- Serve as a senior point of contact during high-severity creator-facing incidents, coordinating across support, engineering, and comms, when needed
- Raise the bar on escalation quality across the team by setting the standard for what a well-formed escalation looks like, and reduce the volume that shouldn't have escalated in the first place
Skills used in this role
What the employer is looking for
- 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. You have the ability to explain a nuanced technical failure to an engineer and to a frustrated creator.
- Comfort with ambiguity and genuine self-direction. You choose your own problems, defend your prioritization, and close things out without being managed.
- Strong cross-functional influence without authority, you can get engineering and product to care about a support problem.
Preferred qualifications
- Experience owning support content at scale, with real evidence that your content changed outcomes (deflection, handle time, resolution quality).
- Experience writing or structuring content balancing automation driven human in the loop support, self-service, etc.
- Prior experience supporting a developer, creator, or partner audience rather than a general consumer base.
- Working knowledge of Roblox as a creation platform; Studio, Lua, the developer economy or comparable experience with a UGC platform.
- Data & Diagnostic Proficiency: Comfortable querying datasets (SQL, Tableau, or similar BI tools) and analyzing diagnostic logs to isolate bugs before routing to engineering.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Roblox
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
- 2021-01-06Series H$520M
- 2020-02-26Series G$150M
Leadership
Founder and Chief Executive Officer
Naveen Chopra
Chief Financial Officer
Chief Marketing Officer
Mark Reinstra
Chief Legal Officer
Enrico D'Angelo
Chief Business Officer
Recent coverage
Barchart
Roblox reports narrowed net loss and surging adjusted EBITDA in Q2 financial results2026-10-02
Roblox Blog
Roblox Innovation Awards Showcase What's Possible on Roblox2026-09-01
CBS News
Roblox faces ongoing scrutiny and legislative inquiries regarding child safety measures2026-08-19
CBS News
Roblox rolls out new age-based accounts to bolster platform safety2026-04-14