Product Support Consultant, gTech Ads Customer Support

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a project/program management, consulting, or client facing role.

Preferred qualifications:

• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in account/campaign management roles, technical troubleshooting or customer support, with excellent communication and stakeholder management skills.
• Experience in developing strategic perspectives on customer-focused solutions.
• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Ability to own end-to-end experience and solutions, and work well in different environments with people from all backgrounds, solve problems and think critically.

About the job

The gTech Ads Customer Support organization provides high quality customer care to our advertisers and sales teams. This support consists of resolving sensitive and complex issues across Google Ads products (e.g., Search, Video, DV3, Policy, Billing).

The LCS Platinum Customer Support Team (within gTech Ads Customer Support) is a solution-oriented team that helps our most critical sales teams and segment advertisers. The troubleshooting challenges faced by these advertisers are often complex and require significant product expertise or partner team support. As a result, we work with many partner teams including Sales, Go-To-Market (GTM), vendors and Scaled Delivery Management (SDM), Trust and Safety, and Product and Engineering teams within Google to develop better tools and services to enhance our products based on the evolving needs of our customers.

In this role, you will have product knowledge, provide high quality customer support and own end-to-end solutioning for the advertisers. Being a regional Policy Lead, you will lead Policy high-touch support for the region. You will unblock critical business by managing escalations and act as thought leaders for systemic change with cross-functional partners. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends.

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.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and partners.
• Leverage policy expertise and strong investigative acumen to identify creative solution sets.
• Partner with cross-functional stakeholders across Trust and Safety, Ads Safety, Policy GTM, and gPTO to prioritize and resolve to unblock Business.
• Build relationships with Sales stakeholders through policy immersions.
• Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form.