Director of Customer Service and Moderation

Roblox

  • Location
    • Shenzhen
  • Date Posted
  • 12 Mar 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Entertainment

About Roblox China

Roblox, a global online experiences platform for kids, brings more than 90 million people together through play. We enable anyone to imagine, create, and have fun with friends as they explore millions of immersive 3D experiences, all built by a global community of developers. Roblox is ranked as one of the top online entertainment services for audience under the age of 18.

To continue our global growth, Roblox has structured a joint venture with Chinese technology giant Tencent to help us enter the Chinese market. Roblox China will initially focus on education: specifically, coding fundamentals, game design, digital citizenship and entrepreneurial skills. Roblox China will also create and nurture an active community of developers in the region. With access to China’s roughly 800 million internet users, Roblox has the opportunity to reach the next level of global experiences companies.

By joining Roblox China, you will have the opportunity to have a powerful impact on our company’s growth trajectory. We’re looking for someone who is eager to take on a meaningful role to help Roblox China grow. Someone who takes play seriously, but also isn’t afraid to have some fun either. Someone who is ready to take Roblox China—and their career—to the next level. Join the Roblox China team where play rules and the possibilities are endless.

Job Summary

As Director of Customer Service and Moderation you will responsible for creating and leading a team that will be the main point of contact for our player and developer community for customer operational issues.

This includes responsibility for making sure our customer service and moderation business operations runs smoothly and is well positioned for continued scalable growth. The successful candidate will be hands-on in building and leading a in-country customer service and moderation organization in place to support our local player and game developer community. We seek a creative experienced leader who understands how to leverage corporate global practices, policies, systems and successfully adapt or create new ones for their unique consumer market. As a key member of the team, you will be responsible for collaborating with global peers, stakeholders and our business partner in China to protect corporate policies, user community and developer safety.

You Are:

  • Skilled in interpersonal and communication skills, fluency in Mandarin and English
  • Experienced in leading and managing cross functional teams and programs. Proven ability to manage, influence and motivate
  • Knowledgeable with 10+ years relevant work experience in global customer support or client services, directing a service, software, social media or gaming company
  • Experienced assessing, negotiating, implementing, and managing external vendor relationships; direct experience with different service support vendors a plus
  • Experienced in building a team from the ground-up, including hiring, recruiting, building process
  • A Seasoned professional with a solid understanding of gaming, social trends, professional etiquette and what’s culturally acceptable as they apply to working with consumers in the People’s Republic of China, a plus
  • Exceptional in organizational and analytical skills with strong process and project management abilities
  • Dynamic thinker, problem solver and self-starter
  • Data driven with a strong grasp of methods to track performance and productivity in meeting capacity, quality and SLAs goals
  • Have a degree in Computer Science, Economics, a related business field or equivalent practical experience

You Will:

  • Consistently drive process improvement to meet our high standards of customer support and user safety
  • Help develop a long-term strategy and roadmap for the customer support and content moderation team
  • Leverage technology and training on Customer Relationship Management (CRM), collaboration, productivity tools and proprietary technology to successful execute responsibilities and job function
  • Create a productive and supportive work environment where teamwork, quality and a strong work ethic is recognized and rewarded
  • Discover and define the improvements, problems and solutions we should be pursuing
  • Tackle creative challenges that have never been experienced and/or solved before; design and author processes and systems that will guide and enable the team to success
  • Provide critical feedback and measure impact through creating key metrics, performance measurements and insights to drive improvements and communicate progress
  • Proactively support the needs of Roblox players and developer communities
  • Define and execute ever changing policies and procedure as it applies to customer support, content moderation and associated plans/initiatives to improve trust, safety and reduce risk
  • Collaborate cross-functionally with Operations, Engineering, Marketing and Legal, to enable risk prevention, mitigation of safety incidents and improve user experience and satisfaction