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Live Operations Specialist

WHY ASSESSMENT TOOLS?

The Assessment Tools team builds game-based assessments which are used to evaluate cognitive skills as part of the Roblox hiring process. Learning experts and game developers collaborate to create engaging assessments that help identify high potential candidates from a large pool of applicants. We build 3D game experiences on the Roblox platform, and use the applicant’s telemetry to measure specific cognitive abilities. Our goal is to give recruiters an unbiased, efficient and reliable screening mechanism, which in turn will give applicants an equal opportunity to make it to the interview stage. We are expanding the Metaverse to include application in the corporate environment. Working with this team will be a great fit for you if you are interested in working with a mission-based team and are intrigued by the intersection of psychology and technology.

As a Live Operations Specialist on the Assessment Tools team, you will manage customer support operations for a cognitive hiring assessment. You will take the lead on recruitment and execution for these studies that focus on validating the assessment. You will coordinate Quality Assurance to ensure the assessment meets quality expectations.

You Are

• Experienced. Coordinating customer support and/or QA teams for an always-on live software product. Bonus if you have directly managed QA and support teams.
• Responsible. You understand the stakes of a hiring assessment and find a way to seal holes, cracks or gaps in the assessment QA, release, and support processes.
• Organized. You have a knack for creating and structuring documentation in a way that clearly conveys all crucial information to various consumers.
• Skilled Communicator. You communicate with parties of all disciplines. Your communication is clear and concise.
• Strategic. You're looking years ahead and imagining what the cognitive assessment needs to successfully scale QA and customer support.

You Will

• Create and execute a strategy to stand up customer support operations for the hiring assessment.
• Collaborate with a multidisciplinary team to ensure our customer's needs are met and that users aren't negatively impacted by technical issues with their assessment.
• Create and maintain documentation for assessment customer support.
• Work with developers to architect and maintain a fluid release schedule and system.
• Report patterns in customer support tickets to developers, as a way to support building systems to improve the product and user experience.
• Design an incident escalation system that will triage live issues to the technical team for support.

Basic Qualifications

• 5+ years working with Customer Support teams that provide live support for software products
• Have worked with multiple Customer Support teams and operations, and understand software product support best practices

Preferred Qualifications

• Directed customer support and QA teams.
• Managed QA and Customer Support contractors and vendors.
• Experience working in project management or production.
• Designed and managing live incident escalation chains
• Experience working with Zendesk