Product Support Specialist
RobloxUser-Generated Content company
Gurugram, IndiaMid
Altimeter Capital
Dragoneer Investment Group
Andreessen Horowitz
Tencent
First Round Capital
Warner Music Group
Operations & StrategyNew
About the role
TL;DR
Manage and resolve critical incidents and escalations for Roblox users and the platform.
- •The Trust and Safety Operations team is focused on scaling Roblox’s Operations organization and transforming our customer experience.
- •As a Product Support Specialist, you will play a critical role in managing and resolving escalations and high-impact incidents affecting Roblox users and the platform.
- •Key Responsibilities Coordinate and lead incident response activities for critical and high-severity issues.
- •Take ownership of technical escalations and high-priority incidents.
- •Proactively identify opportunities to improve support processes and enhance agent efficiency.
- •Collaborate with Knowledge Management and Training teams to develop and maintain documentation.
- •Work with Quality Assurance teams to ensure process adherence and identify areas for improvement.
- •Requirements 4+ years of experience in a technical support, product support, or related role.
- •Strong understanding of customer support principles and best practices.
- •Excellent analytical, problem-solving, and troubleshooting skills.
- •Strong communication skills, both written and verbal.
- •Demonstrated ability to collaborate effectively with cross-functional teams.
Required skills
SQLPython
Domain expertise
gaming
Tech stack
SQLPython