Lead, Support Operations Excellence

The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox's Operations organization and transforming our customer experience through our multi-year vision and strategy execution. The team provides support to Roblox's global players, developers, and advertisers. As a Lead, Product Support Ops on our Safety Ops Team, you’ll be mentor and lead the team that is focused on Escalations, Product Reliability, Process Improvement and Design and plays a critical role in managing and resolving escalations and high-impact incidents affecting our Roblox users and platform. Your team will be responsible for identifying trends, enhancing support processes, improving agent efficiency, and reducing operational costs while maintaining high reliability and service quality.

You will be reporting to the Trust & Safety India Operations Manager and leading the Support Operations Excellence team, providing coverage across billing, accounts, creator, and adjacent domains. This is a player-coach role, weighted toward leadership. You'll still go deep on the hardest problems and stay close enough to the work to be a genuine execution expert, but your primary leverage is the team, and you'll be measured on what they collectively deliver. 

The Product Support Management (PSM) team is your most important partner. You and your team supply the synthesis, evidence, and prioritization that enable PSM and engineering to fix problems at the source, and you are accountable for the quality of what reaches them.

 

You Will

Lead and develop the team

• Manage, coach, and grow a team of four Product Support Specialists (i.e. Process Excellence team), owning onboarding, performance, and career development. You’ll set direction and hold the quality of output for the team. Coach them to grow their scope and operate with independence.
• Set clear standards for what good looks like at each level, and give direct, specific, and frequent feedback against them.
• Represent the team's work, constraints, and priorities to leadership and to cross-functional partners.

Partner with the Product Support Management team

• Serve as the primary point of contact between the Product Support Specialists team and Product Support Managers (PSM's), ensuring the issues your team surfaces arrive with the synthesis, evidence, and recommendation needed to act on them.
• Own the quality bar for what your team escalates into the PSM and engineering prioritization process.
• Ensure RCAs are completed, documented, socialized with the right stakeholders, and work with the PSM team to ensure they are translated into changes that prevent recurrence.
• Step in personally on the highest-stakes and most ambiguous problems, and partner with the PSM team to make the call when the path forward is unclear.

 

Drive support health and operational excellence

• Co-own the health of product support across your domains: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT, and where users are getting stuck.
• Turn patterns into prioritized action: recurring issues, missing coverage, misleading documentation, and product gaps get surfaced with a recommendation.
• Hold the line on quality standards, tighten workflows and handoffs between support, engineering, and product, and eliminate manual toil through better process and tooling. 
• Support Launches:
• Get ahead of launches: make sure upcoming product and policy changes are pressure-tested from a support perspective, and that content, tooling, and agent readiness are in place before users feel the change.
• Contribute to the successful launch of new support streams and initiatives by providing subject matter expertise, process guidance, and team capacity.
• Partner closely with the PSM team to establish a regular feedback loop on support health proactively identifying areas of strength, flagging degrading performance, and driving actionable mitigation plans.
• Vendor & Escalation Quality: Partner with vendor operations (BPO/Tier 1) to establish feedback loops that improve first-contact resolution, reduce bad escalations, and ensure frontline agents are enabled on critical product changes.

 

Knowledge & Support ContentOwn knowledge and scaled support

• Co-own the accuracy/ information within support content that agents depend on along with PSMs, ensuring workflows, policies and guidance are accurate and up to date. Ensure support content which includes but is not limited to,  troubleshooting guides, decision trees, structured resolution paths, policy interpretations are clear, current, and reliable for the support agents who use it.
• Partner with Knowledge Management, Training, and Quality teams to align documentation, agent enablement, and quality control with what the data says users actually need.

 

You Have

• 8+ years in technical support, product support, or a comparable operational role, including significant time at a senior or escalation tier.
• Direct people management experience, including ownership of performance and career development, with a track record of developing individuals and raising the collective performance of a team.
• A demonstrated track record of independent root cause analysis on complex technical issues, and the judgment to know when to go deep yourself and when to delegate.
• Experience owning incident response for high-severity issues, including coordinating cross-functional teams under time pressure.
• Breadth across multiple support domains, or clear evidence you can get up to speed on an unfamiliar one quickly.
• Excellent written communication. You can explain a nuanced technical failure to an engineer, to a frustrated user, and to leadership, and all three come away clearer.
• Strong cross-functional influence without authority.
• Comfort with ambiguity. You set direction for your team when the problem space is not yet well defined.
• Willingness to participate in on-call support when needed.

 

You Are

• A Leader: Your team does better work because of you, and that shows up in their output and their growth.
• Analytical: Excited to investigate large, ambiguous problems, and to measure both the problems and the solutions.
• A proactive problem solver: You anticipate problems and take decisive action rather than waiting for them to escalate to you.
• Team-oriented: You lift up your peers and find ways to make the wider organization stronger, not just your own team.
• Data-driven: You use data to identify trends, measure results, and drive decisions.

Nice to Have

• Experience owning support content at scale, with real evidence that content changed outcomes (deflection, handle time, resolution quality).
• Experience building or scaling a support team through a period of significant growth or change.
• Prior experience supporting a developer, creator, or partner audience alongside a general consumer base.
• Experience working with BPO or outsourced support partners.