Product Support Specialist
Product Support Specialist
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Job Description
The Trust and Safety Operations team is focused (ok maybe obsessed) on scaling Robloxs Operations organization and transforming our customer experience through our multiyear vision and strategy execution.
You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Robloxs global players developers and advertisers. As a Product Support Specialist on our Safety Ops Team youll be focused on Escalations Product Reliability Process Improvement and Design along with playing a critical role in managing and resolving escalations and highimpact incidents affecting our Roblox users and platform. You will coordinate across multiple teams to ensure rapid response to minimize the impact on customers and business operations identifying trends enhancing support processes improving agent efficiency and reducing operational costs while maintaining high reliability and service quality.
Additionally you will serve as a product expert working closely with the PSM team providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform.
You Will:
- Coordinate and lead incident response activities for critical and highseverity issues assemble and manage incident response teams including representatives from Engineering Product and other relevant teams along with assessing incident impact and determining severity levels.
- Take ownership of technical escalations and highpriority incidents related to Roblox Trust & Safety Global Scaled Operations customers internal escalations and high priority BPO agent escalations.
- Proactively identify opportunities to improve support processes enhance agent efficiency reduce operating costs and improve overall customer satisfaction.
- Collaborate with Knowledge Management and Training teams to develop and maintain documentation training materials and best practices based on issue trends and resolutions.
- Work with Quality Assurance teams to ensure process adherence identify areas for improvement in support workflows and implement quality control measures.
- Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise and process guidance.
You Have:
- 3 years of experience in a technical support product support or related role. Experience in leveraging SQL or Python to problem solve and dashboard can be a plus.
- Strong understanding of customer support principles methodologies and best practices.
- Excellent analytical problemsolving and troubleshooting skills with the ability to diagnose and resolve complex technical issues.
- Strong communication skills both written and verbal with the ability to convey technical information clearly and concisely to diverse audiences.
- Demonstrated ability to collaborate effectively with crossfunctional teams build relationships and influence stakeholders.
- Experience with data analysis reporting and identifying trends to drive process improvements.
- Familiarity with support ticketing systems CRM tools and other relevant support technologies.
- Must be willing to participate in oncall support for incident management issues.
You Are:
- Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
- Analytical: Excited to investigate large ambiguous problems and measure the problems and the solutions.
- Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
- Teamoriented: You lift up your peers and find ways to make the team stronger.
- DataDriven: Uses data to identify trends measure results and drive decisionmaking
Required Experience:
Unclear Seniority
Employment Type
Full Time
