Job Description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in a project or program management, consulting, or client-facing role.
• Ability to communicate in English and Chinese fluently, to support the Greater China customers and stakeholders.

Preferred qualifications:

• Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
• Experience using insights from data to influence business decisions.
• Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
• Excellent communication, organizational, customer service, and problem-solving skills.

About the job

The gTech Ads Customer Experience 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 and policies (e.g., Search, Video, DV3, M&A, Policy, Billing).

The Google Customer Solutions (GCS) Gold Customer Experience team (within gTech Ads Customer Experience) is a solution-oriented team that helps our most critical GCS sales teams and top advertisers achieve their marketing objectives and goals with Google. GCS empowers millions of businesses around the world, delivering powerful solutions, trusted partnership, and a relentless commitment to their success. GCS is an AI-supercharged sales team, united by a common goal: to help our customers thrive. Our Customer Experience solutions for GCS balance the need for creative solutions for single large GCS Advertisers with having to scale those solutions to cover all GCS Customers.

Our mission is not just to improve the results of an advertiser’s troubleshooting issue, but to improve the experience and deliver exceptional SMB support to our GCS customers that unlocks trust in Google, and drives accelerated revenue growth in one of the fastest growing and most dynamic business segments at Google.

As we evolve to be among the world’s best customer centric organizations, we are elevating our goals to be about more than just great support, and to deliver exceptional customer experience. Digital advertising is an increasingly competitive marketplace, and in order for Google to meet its overall mission, ensuring that advertisers choose Google as their preferred partner is critical to Google’s success. Retaining our customers, growing our customer base, and accelerating our revenue growth will require Google to take share of wallet from other advertising companies and our competitors, and gTech Ads Customer Experience plays a critical role in delivering that objective.

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

• Optimize and deliver outstanding experience 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.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams (e.g., Product Management, Engineering and Business Solutions teams). Partner with cross-functional teams across top emerging trends and opportunity areas.
• Learn our AI powered Ads products. Develop tools and automation for better diagnostics/data fixes and debugging.
• 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. Drive exceptional team culture and success across our regional and global teams.