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Product Support Lead, Payments

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, overseeing the end-to-end service delivery experience for the product they support.

Reporting to the Director of Customer Experience, we are hiring a Product Support Lead to manage product support for Payments. This means you will become a subject matter expert on Roblox's payment strategies, creating high-quality support experiences around them. You will be 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 ensure a smooth and 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 promptly. Lastly, as you create recommendations, you will operationalize these recommendations through project management in partnership with Operations, Product, Marketing, Finance, and others.

This role is located at our headquarters in San Mateo, California.

You Will:

• Build a business process and procedures for supporting our billing and payment platforms
• Use metrics to set the strategy and goals for improving and building our business process 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 used 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 agents which will include maintaining macros, knowledge base content, and external help articles
• Improve scoping and building 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)
• Incubate new products, languages, functions and processes for the Operations organization
• Summarize and build alignment through communicating and presenting data oriented information. Ensure that other Roblox organizations and external BPO partners understand the methodologies and our metrics
• Communicate associated outcomes and insights to multiple partners 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 Have:

• 7+ years of professional experience in program management or strategy with an emphasis on contact center operations
• 2+ years experience supporting payments or billing growth projects
• Familiarity with 3rd party billing platforms such as PayPal and Stripe
• Experience working with global teams (e.g. customer support, engineering, product, risk, etc.) across multiple locations, domestic and international
• Experienced in managing partners with varying priorities and bring creative solutions and commitment to a shared goal
• Strong critical thinking and data-analysis skills with experience navigating large datasets
• Experience explaining complex topics in an easy-to-consume way.