Policy Specialist, gTech Ads Customer Experience

Policy Specialist

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 customers' needs. In this role, as a part of the gTech Ads Customer Experience organization, a customer centric, solution-generating team dedicated to helping advertisers and sales teams get the most out of Google's products.

As a Product Support Consultant, you will have deep product knowledge, provide high-quality customer support and 'own' end-to-end customer solutioning. You will focus on managing troubleshooting tasks, use your investigative and problem solving skills to proactively detect and provide resolution to issues. You will 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.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training. US: $92000 - $131000 (USD) + 15% bonus target + equity + benefits Learn more about benefits at Google.

Responsibilities:

• Deliver outstanding customer service across the entire customer journey by troubleshooting and resolving issues in direct collaboration with Google's advertisers and Sales teams, agencies and partners.
• Apply product expertise to solve technical customer issues and escalations and carry out projects.
• Leverage data and insights to develop action plans to solve issues at the root cause for customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Collaborate with 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 partner teams to support product and process improvements, while driving team culture and success across a globally dispersed team.

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.