Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
  
• 5 years of experience in a technical project management or a customer-facing role.
  

Preferred qualifications:

• Experience developing customer-focused solutions including: troubleshooting, finding new processes or product features.
• Experience in the online media landscape.

About the job
gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Customer Experience organization is a customer centric, solution-generating team that helps our advertisers and sales teams make the most out of our products.

As a Customer Experience Specialist, you will have deep product knowledge, provide high quality customer support and own end-to-end customer solutions. You will focus on managing troubleshooting tasks, use your problem solving skills to proactively detect and provide resolution to issues.

Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

The US base salary range for this full-time position is $114,000-$163,000 bonus equity benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Analyze data and insights to identify systemic improvement opportunities. Own and execute projects to lead improvements in product, technology, operational process, policy and customer awareness.
• Partner with our Sales, Agency, and other cross-functional partner teams to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
• Share data and customer insights, and provide expert recommendations to our partner teams to advocate product and process improvements, driving continuous optimization. Act as a primary point of contact for product-related inquiries, demonstrating a deep understanding of product functionalities and best practices.

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Requisition #: 78312438616728262

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