Product Support Lead, Trust & Safety Monetization

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. 

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device. We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. 

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

The Trust and Safety Customer Service team is focused (ok, maybe obsessed) with scaling Roblox’s customer service operations and transforming the customer experience through multi-year vision and strategy execution. Product Support Leads power that mission, owning the end to end service delivery experience for the product they support. 

We are hiring a Product Support lead to own the launch of new programs for Roblox, with an emphasis on monetization and payments. This means you will become a subject matter expert for your product areas, creating and innovating high-quality support experiences for Roblox customers. This role is highly cross-functional, bridging the gap between operations and product. 

Through data-driven insights, you will develop recommendations for process improvements, new process standards, product enhancements, and agent tooling improvements that enable a more frictionless, consistent customer experience. You will work with the Product team to influence their product roadmap by providing insights gained from our global customer interactions. You will also work with Engineering to ensure that identified bugs are addressed and resolved in a timely manner. Lastly, as you create recommendations, you will operationalize these recommendations through strong project management in partnership with Operations, Product, Marketing, Finance, and others.

This role is located at our headquarters in San Mateo, California and is also open to remote locations. 

You Will:

• Build a high-performing  business process and procedures for your focus area
• Use metrics to set the strategy and goals for improving and building our business processes and optimal workflows that can build to scale while simultaneously driving improvements in customer and product satisfaction
• Provide insights and feedback from customer interactions that can be leveraged to assist Product management in building their product roadmap
• Partner with Engineering teams in actioning escalated customer and agent service issues
• Engage with Knowledge base, Training and Quality teams to ensure knowledge sharing with frontline agents which will include maintaining macros, knowledge base content, and external help articles
• Drive scoping and executing large, multi-quarter projects to provide our customers and support agents with technology, training, and knowledge/workflows solutions that improve top-line metrics (e.g. CSAT, first reply time, contact rate, productivity, etc)
• Incubating new products, languages, functions and processes for the Operations organization
• Synthesize and build consensus by clearly communicating and presenting data oriented information. Ensure that other Roblox organizations and external BPO partners understand the methodologies and our metrics
• Regularly communicate associated outcomes and insights to various stakeholders at all levels, including senior management to help guide strategic decisions for improvement and highlight your team’s work
• Partner with our reporting team to ideate on ways to scale insights
• Act as Tier 3 support by handling and resolving escalated edge cases 

You’ll Have:

• 7+ years of professional experience in program management or strategy with an emphasis on contact center operations
• 3+ years experience in supporting digital ads and payments
• Familiarity with 3rd party billing platforms such as PayPal and Stripe
• Ability to work autonomously and maintain good judgment in fast-paced environments
• Demonstrated track record of working with cross-functional teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international 
• Ability to manage multiple stakeholders with varying priorities and drive creative solutions and commitment to a shared goal
• Strong critical thinking and data-analysis skills with experience navigating large data sets
• Excellent communication skills with experience articulating complex t