Lead, Support Operations Excellence
Core
Lead a team of Product Support Specialists to manage escalations, product reliability, and process improvement for Roblox's global players, developers, and advertisers.
Role type
Senior IC Lead, Support Operations Excellence (Player-coach)
Builds
Safer, more civil shared experiences and operational efficiency for Roblox's platform
Domain
Gaming / Social Platform / Trust & Safety
Required skills
Team leadership and coaching, Root cause analysis, Incident response management, Cross-functional influence, Data-driven decision making, Process optimization
Preferred skills
Support content ownership at scale, Scaling support teams, Developer/creator audience support, BPO/vendor operations experience
Technologies
None explicitly stated
Responsibilities
Manage and coach a team of four Product Support Specialists, Partner with Product Support Management to synthesize issues for engineering fixes, Drive support health metrics and operational excellence, Ensure quality of escalations and incident responses, Co-own support content accuracy and knowledge base
Seniority
Senior, hands-on IC with leadership
