Customer Support, Scaled Service Excellence

3 days ago

Gurugram Haryana, India Google Full time

**Minimum qualifications**:

- Bachelor’s degree or equivalent practical experience.
- 2 years of experience in a project or program management, consulting or client-facing role.

**Preferred qualifications**:

- 2 years of experience in a client-facing role.
- Experience in data analysis, dashboards creation and identification of product and business insights.
- Experience using Google Ads or other online advertising solutions and the media landscape.
- Experience in managing escalations such as customer communications, filing bugs to engineering etc.

**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.

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 customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers.
- Work closely with cross-functional teams to meet shared goals.
- Own and drive customer experiences for a designated portfolio of clients ensuring resolution of issues and customer satisfaction.
- Analyze data and insights to identify systemic improvement opportunities and own and execute projects to lead improvements in product, technology, operational process and customer awareness.

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.

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