Lead, Product Support

Roblox
Gurugram
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 8+ yearsSkills: ["Mentorship","Coaching","Written communication","Cross-functional influence","Data-driven decision-making"]

Lead and mentor a team of Product Support Specialists on Roblox’s Trust & Safety Operations team, focusing on escalations, product reliability, and incident management. Own onboarding, performance, and career development for a player-coach role spanning billing, accounts, and creator support. Partner with Product Support Management to ensure escalations arrive with clear synthesis and recommendations, drive RCA quality, improve support health metrics, and strengthen workflows, tooling, and launch readiness.

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FursaFursa
Roblox
Roblox
1 day ago

Lead, Product Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Lead and mentor a team of Product Support Specialists on Roblox’s Trust & Safety Operations team, focusing on escalations, product reliability, and incident management. Own onboarding, performance, and career development for a player-coach role spanning billing, accounts, and creator support. Partner with Product Support Management to ensure escalations arrive with clear synthesis and recommendations, drive RCA quality, improve support health metrics, and strengthen workflows, tooling, and launch readiness.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of four Product Support Specialists, owning onboarding, performance, and career development.
  • •Set clear standards, provide direct feedback, and represent the team’s work, constraints, and priorities to leadership and cross-functional partners.
  • •Partner with Product Support Management as the primary bridge, ensuring escalations include the right synthesis, evidence, and recommendations.
  • •Drive support health and operational excellence across key metrics (contact drivers, resolution and escalation rates, deflection, and CSAT).
  • •Lead RCA completion and prevention of recurrence, stepping in for highest-stakes ambiguous issues and helping translate learnings into changes.

Key Requirements

  • •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, owning performance and career development for a team.
  • •Proven ability to conduct independent root cause analysis on complex technical issues, knowing when to go deep vs. delegate.
  • •Experience owning incident response for high-severity issues, coordinating cross-functional teams under time pressure.
  • •Strong written communication and cross-functional influence without authority, comfortable leading through ambiguity.
Experience:8+ yearsTechnical supportProduct supportIncident responseEscalations
Skills:MentorshipCoachingWritten communicationCross-functional influenceData-driven decision-making
Languages:English

Company Brief

Roblox
Operates an online platform for user-generated games and virtual experiences, enabling creators to build, publish, and monetize interactive 3D experiences for a global community of players.
Industry: Gaming
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2004
WebsiteLinkedIn