Customer Support Manager, gTech Ads Customer Support
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in a technical project management or a customer-facing role.
- 3 years of experience in people management.
Preferred qualifications:
- 5 years of experience in leading business, engineering or technical operations, policy, or management consulting firms, partnering with multiple stakeholders.
- 5 years of experience in a technical leadership role with/without direct reports.
- Excellent strategic thinking, problem-solving and consulting skills.
- Excellent stakeholder management and business partnership skills.
About the job
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
- Lead a team of high-performing customer support team to deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues, interacting with Google's advertisers and Sales teams, agencies and partners.
- Lead identification, execution, and sustaining solutions based on client business objectives and technical requirements that have been defined, developed, and approved for one large or multiple smaller projects.
- Identify trends of solution issues across users/partners/clients and collaborate with internal teams to resolve complex issues and understand customer pain points.
- Lead the development of technical or nontechnical solutions based on client business objectives that are compliant.
- Define business opportunities, product gaps, and develop long-term solution goals and strategy in collaboration with cross-functional and cross-organizational teams and influence the direction and priority of business outcomes or technical product features.
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