Senior Product Support Specialist

About the Company

Roblox is a global platform where millions come daily to explore, create, play, learn, and connect through immersive 3D digital experiences crafted by our worldwide developer community. We are innovating the tools and platform to empower our creators to realize any vision, connecting a billion people globally in a safe and optimistic environment.

Role Overview

As a Senior Product Support Specialist within the Trust and Safety Operations team, you will manage the most challenging escalations thoroughly, collaborate with engineering and product teams to perform root cause analyses, and develop scalable support resources for both agents and automated systems. Reporting to the Trust & Safety India Operations Manager, you will provide expert insight to prioritize enhancements, improve platform functionality, and operate independently to support Roblox's global creators and users.

Key Responsibilities

• Monitor creator support performance metrics such as contact reasons, resolution and escalation rates, deflection effectiveness, and customer satisfaction to identify issues.
• Analyze ticket, content, and automation data to detect recurring problems and product or documentation gaps, proactively presenting actionable recommendations.
• Lead end-to-end root cause investigations into complex, critical, and cross-functional creator issues.
• Prepare for product launches by assessing readiness from a support perspective, ensuring content, tools, and agent training are complete prior to release.
• Communicate regularly with support and product leadership about support effectiveness and improvement plans.
• Enhance operational quality by refining workflows, improving coordination between teams, reducing manual tasks, and quantitatively measuring process changes.
• Collaborate with product managers during alpha and beta stages to evaluate support feasibility and prepare "Supportability Scorecards."
• Develop and maintain authoritative internal knowledge bases, including troubleshooting guides, decision trees, macros, and policy clarifications.
• Create and manage creator-facing support content such as articles and resolution pathways that ensure clarity and accuracy.
• Build and oversee automation and self-service features, monitoring effectiveness and addressing inaccuracies.
• Serve as a senior liaison during high-severity creator incidents, coordinating between support, engineering, and communications teams.
• Elevate escalation handling quality and reduce avoidable escalations by setting clear standards.

Qualifications

• Minimum of seven years’ experience in technical or product support, including senior or escalation roles.
• Proven ability to independently conduct root cause analysis on complex technical problems.
• Exceptional written communication skills capable of explaining technical details clearly to both engineers and non-technical users.
• Comfortable working autonomously with strong self-management and prioritization skills.
• Ability to influence cross-functional teams without direct authority, gaining buy-in from engineering and product groups.

Preferred

• Experience managing large-scale support content that demonstrably improved key outcomes such as deflection and resolution quality.
• Skilled in structuring content for mixed human and automated support environments.
• Prior work supporting developers, creators, or partners rather than general consumers.
• Familiarity with Roblox's creation tools such as Studio, Lua scripting, or the developer economy, or comparable UGC platform experience.
• Proficiency querying and analyzing data using SQL, Tableau, or similar tools, able to interpret diagnostic logs to aid bug isolation.

Working Conditions

This role is located in Per-per 'a', Eastern Region, Uganda, requiring onsite presence Tuesday to Thursday weekly, with optional attendance on Monday and Friday.

Equal Employment Opportunity

The company is committed to equal opportunity employment, prohibiting discrimination or harassment of any kind and providing reasonable accommodations for disabilities or religious beliefs during recruitment.