Senior Product Support Specialist

About the Role

The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and transforming our customer experience through our multi-year vision and strategy execution. Creators are the engine of Roblox. When something breaks for them, whether it is a broken publish flow, a payout that didn't land, an asset that won't upload, how quickly and how well we resolve it directly shapes whether they keep building with us.

You will be reporting to the Trust & Safety India Operations Manager. The team provides support to Roblox’s global players, developers, and advertisers. As a Senior Product Support Specialist on our Safety Ops Team, you’ll own the hardest escalations end to end, drive root cause analysis with engineering and product partners, and then close the loop by turning what you learn into support content that scales for both our human agents and our automated support experiences.

Additionally, you will serve as a product expert working closely with the Product Support Management team, providing detailed synthesis of new and existing issues our users experience to prioritize and enable engineering teams to improve the platform. You'll operate with a high degree of independence. 

You Will

Support health and proactive gap identification

• 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.

Knowledge & Support Content

• 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

You Have

• 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.

Nice to Have

• 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.