The online 3D building game ROBLOX has an opening for a Director of
Customer Service and Moderation. This individual will lead the
expansion of both these organizations, which will include developing
best practices, reporting and tools, adding technology infrastructure
and enhancing team structures for scaling. We currently have roughly
10 customer service representatives and 20 moderators.
Objective:
Maintain standards of excellence in customer care and safety for the
global customer base of ROBLOX.
Performance metrics will include:
SLAs
Customer Satisfaction
Response time to critical threats
Team efficiency
Speed into new markets (defined by languages)
Job Description:
Develop processes for growing global customer service and moderation
systems while maintaining quality and safety. Systems must handle:
Website and game safety
Website complaints
Emails to support
Calls to support
Tweets about problems
Maintain COPPA Compliance
Recommend and spearhead deployment of new or upgraded tools/applications
Manage growth of customer service and moderation teams into
international markets
Qualifications:
Ideal candidate must be passionate about customer satisfaction.
Must have previous experience managing CS/Mod organization scaling
from 10 to 100+.
Self-starter that can execute on projects from start to finish with
minimal supervision.
Must be excellent communicator and highly detail oriented.
Previous experience with moderation processes and teams management,
game companies or family oriented companies is a big plus.
ROBLOX.com is one of the top ranked and fastest growing gaming sites
on the internet with over 5 million unique monthly users. We are
looking to scale this to 10x in the next 36 months. We are a unique,
innovative and exciting four year old company with fantastic revenues,
a cohesive work environment and a fantastic team of very smart people.
We are about to enter into an explosive growth period and this is a
great time to come on board.
Let me know if you’re interested, I’ll give you the contact detail…
ROBLOX is located in San Mateo, Ca.
