Roblox10 days ago
Lead, Product Support
Salary not specified
MARKET
13,534 ₽median for this role
Tech Lead / Team Lead · 166 jobs with disclosed pay
5,250half of the offers: 9,771–18,1061.2 млн
The employer didn't disclose pay — compare with the market yourself.
Gurugram
Responsibilities
- 01Lead and develop the team of Product Support Specialists
- 02Manage onboarding, performance, and career development
- 03Set direction and quality standards for the team
- 04Serve as primary point of contact between PSS team and Product Support Management
- 05Ensure quality of escalations to PSM and engineering
- 06Own root cause analysis completion and documentation
- 07Drive support health metrics across domains
- 08Turn patterns into prioritized action plans
- 09Support product launches from a support perspective
- 10Partner with vendor operations to improve escalation quality
- 11Co-own accuracy of support content and knowledge base
Requirements
- 018+ years in technical support, product support, or comparable operational role
- 02Significant experience at senior or escalation tier
- 03Direct people management experience
- 04Ownership of performance and career development
- 05Track record of developing individuals and team performance
- 06Experience in root cause analysis on complex technical issues
- 07Judgment in decision-making and delegation
What we offer
- 01Reporting to Trust & Safety India Operations Manager
- 02Leading Product Support Specialist team
- 03Coverage across billing, accounts, creator, and adjacent domains
- 04Player-coach role weighted toward leadership