Product Support • Mid-Level

Who you are

You have experience in product support or customer operations, ideally within a tech environment, where you've managed escalations and resolved incidents effectively. Your strong analytical skills allow you to identify trends and improve processes, ensuring a seamless experience for users. You are a team player who thrives in collaborative settings, coordinating with various teams to address issues swiftly and efficiently. You understand the importance of user safety and product reliability, and you are committed to enhancing the overall customer experience. You possess excellent communication skills, enabling you to articulate complex issues clearly to both technical and non-technical stakeholders. You are adaptable and can handle high-pressure situations, ensuring that customer concerns are prioritized and addressed promptly.

What you'll do

As a Product Support Incident Specialist at Roblox, you will play a critical role in managing and resolving escalations and high-impact incidents that affect our users and platform. You will coordinate across multiple teams to ensure a rapid response to minimize the impact on customers and business operations. Your responsibilities will include identifying trends in user issues and enhancing support processes to improve overall product reliability. You will work closely with the Trust and Safety Operations team to implement strategies that transform our customer experience. Additionally, you will be involved in process improvement initiatives, contributing to the development of best practices that enhance our operational efficiency. Your role will require you to stay updated on product changes and user feedback, ensuring that you can provide informed support and recommendations.

What we offer

At Roblox, you will be part of a mission-driven team focused on connecting a billion people with optimism and civility. We offer a collaborative work environment where your contributions will directly impact the user experience. You will have opportunities for professional growth and development, working alongside talented individuals who are passionate about shaping the future of human interaction. We believe in fostering a culture of inclusivity and support, providing reasonable accommodations to candidates with qualifying disabilities or religious beliefs during the recruiting process.