About the Company
Roblox Corporation is a global pioneer in immersive digital experiences, empowering millions of users to create, share, and play in user-generated 3D worlds. Our mission is to connect a billion people with optimism and civility. We are dedicated to building a safe, diverse, and inclusive community, and our customer service team plays a vital role in ensuring a positive experience for our vibrant user base, especially our younger audience.
Job Description
We are seeking empathetic and tech-savvy individuals to join our customer service team, specifically focusing on supporting our 15-year-old teen user base. This is a fully remote position dedicated exclusively to email and chat communication. You will be the primary point of contact for resolving inquiries, providing guidance, and ensuring a positive user experience for a crucial demographic. The ideal candidate will have excellent written communication skills, a deep understanding of online communities, and the ability to connect with young users in a supportive and professional manner.
Key Responsibilities
- Respond to user inquiries and support requests from 15-year-old teens via email and live chat, ensuring timely and helpful resolutions.
- Troubleshoot common user issues, including account access, in-game problems, safety concerns, and general platform navigation.
- Escalate complex technical or sensitive issues to specialized teams when necessary, following established protocols.
- Maintain accurate records of all customer interactions and resolutions in our CRM system.
- Educate users on platform features, community guidelines, and best practices for online safety.
- Contribute to the ongoing improvement of our help resources and FAQs based on user feedback and common questions.
- Adhere to all company policies and procedures, particularly those related to user privacy and data security.
Required Skills
- Exceptional written communication and grammar skills.
- Strong empathy and patience, especially when interacting with young users.
- Proficiency in navigating digital platforms and CRM software.
- Ability to work independently and manage time effectively in a remote environment.
- Problem-solving skills with a logical and analytical approach.
- A genuine interest in online communities and the digital lives of teenagers.
Preferred Qualifications
- Prior experience in online customer service or community management, even informal.
- Familiarity with Roblox or similar user-generated content platforms.
- Understanding of online safety best practices and digital citizenship.
- Ability to adapt communication style to suit the needs of a younger audience.
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support tools.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) with company match.
- Professional development opportunities.
- Remote work setup support and equipment.
- Employee assistance program.
- Vibrant and supportive team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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