- Company: Roblox
- Location: Gurugram, Haryana, India
- Job type: Full-time
About the role
Roblox is seeking a Lead, Support Operations Excellence to join the Trust and Safety Operations team in Gurugram, Haryana, India. In this player-coach role, you will lead a team of four Product Support Specialists focused on escalations, product reliability, and process improvement. You will report to the Trust & Safety India Operations Manager and serve as a key partner to the Product Support Management (PSM) team. This position requires an onsite presence on Tuesdays, Wednesdays, and Thursdays, with optional attendance on Mondays and Fridays.
Responsibilities
- Lead and develop the team: Manage, coach, and grow a team of four specialists, owning onboarding, performance, and career development. Set clear standards and provide frequent, specific feedback.
- Partner with PSM: Act as the primary point of contact between your team and Product Support Managers. Ensure escalations include synthesis, evidence, and recommendations. Own the quality of Root Cause Analyses (RCAs) and their translation into preventive changes.
- Drive operational excellence: Co-own support health metrics such as resolution rates, CSAT, and deflection performance. Identify trends, improve workflows, and eliminate manual toil through better processes and tooling.
- Support launches: Pressure-test upcoming product and policy changes from a support perspective. Ensure agent readiness and content accuracy before new features go live.
- Manage vendor quality: Partner with BPO/Tier 1 vendors to improve first-contact resolution and reduce bad escalations.
- Own support content: Ensure troubleshooting guides, decision trees, and policy interpretations are accurate, current, and reliable for support agents.
Requirements
- 8+ years in technical support, product support, or a comparable operational role, with significant time at a senior or escalation tier.
- Direct people management experience, including ownership of performance and career development.
- Demonstrated track record of independent root cause analysis on complex technical issues.
- Experience owning incident response for high-severity issues and coordinating cross-functional teams under pressure.
- Breadth across multiple support domains or the ability to quickly learn new ones.
- Excellent written communication skills, with the ability to explain technical issues to engineers, users, and leadership.
- Strong cross-functional influence without authority and comfort with ambiguity.
- Willingness to participate in on-call support when needed.
- Nice to have: Experience owning support content at scale, building or scaling support teams, supporting developer/creator audiences, or working with BPO partners.
How to apply
Apply directly on Roblox’s own careers website. Omadaily never charges job seekers.
