Customer Support Data Analyst

Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators.

At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there.

A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone.

The Trust and Safety Operations team is focused (ok, maybe obsessed) on scaling Roblox’s Operations organization and redefining our customer experience through our multi-year vision and strategy execution.

In this role, you will be reporting to the Senior Director of Support Operations. The Support Operations team provides support to Roblox’s global players, developers, and advertisers. As a Customer Support Data Analyst on the Safety Ops Team, you will play a meaningful role in understanding needs and reporting on the operational performance of the Support organization. You will work with the Senior Director, and product support team to identify areas of opportunity, improve operations and engage with the Data Science teams to launch and pursue experiments to improve all aspects of operational execution and data-driven decision-making.

You Will:

• Lead all aspects of analysis and reporting of Support Operations performance, providing insights and recommendations to senior leadership.
• Collaborate with operational teams to roll out data-driven process changes and evaluate the impact of these changes through meticulous assessment. Collaborate closely with Data Science to define, implement, and refine operational metrics that drive operational excellence.
• Find opportunities for operational improvements through data and trend analysis, develop cases, and lead initiatives to implement these improvements.
• Design, build, and maintain sophisticated operational reports and dashboards, delivering critical insights to senior-level management and partners.
• Keep abreast of industry and market trends related to data-driven decision-making, incorporating best practices into operational strategies.

You Have:

• 5+ years of experience in program management in professional environment
• 5+ years of SQL, including complex queries, common table expressions, and joins; understanding of Git and Python is highly desirable
• Experience working with cross-functional teams including Operations, Product, Engineering and Data Science to align on data strategies, drive critical initiatives and lead projects from inception to completion
• Strong analytical skills with a track record of using data to guide decision-making and solve ambiguous problems
• A Bachelor's degree or equivalent experience in Computer Science, Applied Math, Physics, Engineering, Statistics, Economics or another technical field.

You Are:

• Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
• Analytical: Excited to investigate large, ambiguous problems and measure the problems and the solutions.
• Proactive Problem Solver: You anticipate potential problems and take proactive and decisive action to solve them.
• Team-oriented: You lift up your peers and find ways to make the team stronger.

For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits.

Annual Salary Range

$135,510—$159,870 USD

Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted).

You’ll Love:

• Industry-leading compensation package
• Excellent medical, dental, and vision coverage
• A rewarding 401k program
• Flexible vacation policy
• Roflex - Flexible and supportive work policy
• Roblox Admin badge for your avatar
• At Roblox HQ:
  • Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks
  • Onsite fitness center and fitness program credit
  • Annual CalTrain Go Pass

Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Roblox also provides reasonable accommodations for all candidates during the interview process.