Greenhouse ·
full-timeSenior Product Support Specialist
Roblox · Gurugram, Haryana
Roblox is a global platform that lets users create, share and play 3D immersive experiences. The Trust and Safety Operations team works to keep the platform reliable for players, developers and advertisers. As a Senior Product Support Specialist you will manage the most complex creator‑related escalations, conduct root‑cause investigations with engineering and product partners, and translate findings into support documentation and automated help resources. Daily tasks include monitoring support health metrics such as resolution rates and CSAT, mining ticket and automation data for recurring issues, reviewing upcoming product and policy changes for support impact, and producing RCA or post‑launch reports for leadership. You will also author and maintain internal knowledge bases, create troubleshooting guides and decision trees, and partner with product managers during beta testing to provide a supportability scorecard. The role suits candidates with several years of product or technical support experience, strong analytical and problem‑solving skills, ability to work independently, and comfort communicating findings to cross‑functional teams.
Education
- Level: Bachelor's degree
Key Skills
About the Role The Trust and Safety Operations team scales Roblox’s Operations organization and transforms the customer experience. The Senior Product Support Specialist reports to the Trust & Safety India Operations Manager and provides support to Roblox’s global players, developers, and advertisers, owning the hardest escalations end‑to‑end and driving root‑cause analysis with engineering and product partners. Responsibilities - Support health and proactive gap identification, co‑monitor creator support metrics such as contact drivers, resolution rates, reopen and escalation rates, deflection performance, and CSAT. - Mine ticket, content, and automation data for patterns, recurring issues, missing coverage, and product gaps; surface findings with recommendations. - Independently own root‑cause analysis for complex, high‑impact creator issues that cross product, platform, and policy boundaries. - Review upcoming product and policy changes, pressure‑test them from a support perspective, and ensure content, tooling, and agent readiness before launches. - Assist Product Support Management (PSM) in preparing RCA or post‑launch reports for engineering, product, and operations stakeholders. - Report regularly to support and product leadership on creator support health, degradation areas, and proposed actions. - Drive operational excellence by holding quality standards, tightening workflows between support, engineering, and product, and eliminating manual toil through better processes and tooling. - Partner with Product Managers during alpha/beta testing to provide a Supportability Scorecard for major upcoming platform features. - Author and maintain the internal knowledge base, including troubleshooting guides, decision trees, macros, and policy interpretations. - Own creator support content and ensure it stays accurate as the product evolves.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Senior Product Support Specialist |
|---|---|
| Company | Roblox |
| Location | Gurugram, Haryana |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-04 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4More at Roblox
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