Commerce Specialist, gTech Ads Customer Experience
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in a technical project management or a customer-facing role.
- Experience in technical troubleshooting or customer support.
Preferred qualifications:
- Experience using Google Ads or other online advertising solutions and with the media landscape.
- Experience using problem-solving to develop strategic perspectives on customer-focused solutions.
- Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
- Experience in managing and influencing stakeholders along with strong communication skills.
- Ability to work well in a diverse environment with people from all backgrounds.
- Ability to own end to end experiences and solutions, with a customer first and empathetic mindset.
About the job
The 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. In this role, you will have deep product knowledge, provide high quality customer support and own end to end customer solutioning. You will manage troubleshooting tasks, and proactively detect and provide resolutions to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.
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 $92,000-$130,000 + 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 interacting directly with Google's advertisers and sales teams, agencies, and partners.
- Apply deep product expertise to solving complex technical customer issues and escalations and carrying out strategic projects.
- 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.
- Partner with our sales and other cross-functional partner teams to own and continuously improve the journey of all clients, resolve complex issues, and understand customer pain points.
- Share insights and provide expertise to our partner teams to support product and process improvements.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.