This job might no longer be available.

Vice President, Global Customer Support

Roblox is looking for a Vice President of Global Customer Support to lead our Customer Support organization. The ideal candidate will have prior experience leading and improving the Customer Support function for a global organization, with demonstrated abilities to improve processes, customer outcomes, and business metrics. The role will be responsible for managing a workforce of over 1000 agents operating in both the U.S. and support centers around the world. This position will work closely with cross-functional leaders to improve customer support processes and customer outcomes by providing customer insights to other internal teams. We are looking for a hands-on leader who knows how to lead and develop a high performing organization.

As the Vice President of Global Customer Support, You Will

• Define and own the entire customer support lifecycle including implementing best practices, mapping the customer journey, allocating appropriate resources, etc.
• Develop a multi-year strategy, execution roadmap, priorities and investment plan to deliver customer support at scale for tens of millions of daily users.
• Define and manage all operational metrics for the organization from high-level OKRs and KPIs to individual scorecards at all levels of the organization.
• Be responsible for the overall success of the customer support organization against its organizational OKRs and company goals.
• Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcom es are achieved.
• Drive continuous improvement and champion positive change to improve customer support outcomes as measured by increased customer satisfaction, reduced resolution times, and cost-effective use of resources.
• Develop, own, and execute an effective staffing plan for Customer Support using data-driven forecasting techniques.
• Manage headcount planning process and partner with Finance and HR to ensure proper resources for the organization.
• Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other senior leaders, internal departments and stakeholders.
• Manage budget, drive capacity planning and identify needs and propose investments required to improve customer support outcomes and the customer experience.
• Help drive product roadmap to continuously improve our customers' experiences.

To Be Successful, You’ll Need

• 8+ years experience leading 1000+ person organizations in a high-growth gaming, social media or other consumer internet business. Experience with user-generated content platforms is preferred.
• Experience managing high-growth global teams, across multiple cultures and languages.
• Deep understanding of B2C customer support methodologies, having designed and implemented impactful customer support techniques in a high-growth business.
• Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes.
• Proven expertise in analyzing and reporting customer support operations metrics
• Strong empathy for customers and an understanding for user community dynamics
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• An enthusiastic and creative leader with the ability to inspire others
• Relevant Bachelor’s degree; preference for computer science, business or related degrees
• MBA or relevant graduate degree is preferred