Senior Product Support Specialist

About the role

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. Creators are the engine of Roblox. When something breaks for them, whether it is a broken publish flow, a payout that didn't land, an asset that won't upload, how quickly and how well we resolve it directly shapes whether they keep building with us.

What you'll do

• Support health and proactive gap identification
• Co-monitor the health of creator support: contact drivers, resolution rates, reopen and escalation rates, deflection performance, CSAT
• Mine ticket, content, and automation data for patterns: recurring issues, missing coverage, misleading documentation
• Independently own root cause analysis for complex, high-impact, and ambiguous creator issues including ones that cross product, platform, and policy boundaries
• Support PSM in preparing RCA or post launch report to surface to all concerned stakeholder (engineering, product, operations etc)

What you need

• Root cause analysis
• Troubleshooting
• VBA
• Any graduate

Good to have

• SQL
• Tableau