Product Support Consultant, Billing, gTech Ads CX LCS NA Retail

Google place Boulder, CO, USA ;
Chicago, IL, USA

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The application window will be open until at least June 23, 2026. This opportunity will remain online based on business needs which may be before or after the specified date.

Note:

By applying to this position you will have an opportunity to share your preferred working location from the following:
Boulder, CO, USA;
Chicago, IL, USA
.

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering, Applied Science, or a related field.
• 5 years of experience in a project/program management, consulting, or client-facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.

gTech’s role is to help bring Google’s products and services to life through our teams of trusted advisors who support customers and partners globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. gTech Ads is a customer‑obsessed, solution‑focused team that helps customers maximize the impact of their Digital Marketing strategy leveraging the power of Google’s Ads Platforms.

This role offers the unique opportunity to learn about the global digital marketing trends as well as Google’s AI‑enabled ads products and assist customers in maximizing the impact of their Google Ads investment.

In this role, you will work with North America’s largest customers and own their troubleshooting experience end to end. You will support our LCS teams and our customers, demonstrating a passion for delivering excellent customer service and improving it. You will become a product expert, focused on managing troubleshooting tasks so that the sales teams can concentrate their efforts on client‑specific activities.

You will be responsible for liaising with internal and external stakeholders to provide two‑way communication on customer issues and questions. This includes problem prioritization, analysis, and resolution of issues. The result should always be a high level of customer satisfaction.

• Drive exceptional customer experiences ensuring resolution of complex issues and high customer satisfaction. Actively monitor key client engagement metrics addressing areas for improvement.
• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to foster collaborative problem‑solving. Deliver an outstanding customer experience, troubleshooting and resolving issues.
• Apply deep product expertise solving complex technical customer issues. Analyze insights to identify systemic improvement opportunities. Lead improvements in product, technology, operational process, policy and customer awareness.
• Partner with Sales and other cross‑functional partner teams (as applicable) to own and continuously improve the journey of all clients; resolve complex issues and understand customer pain points.
• Share insights and provide recommendations to advocate product and process driving optimization. Drive team culture and success. Provide ongoing mentorship to partner teams, empowering them to effectively support clients.

US: $114000 - $164000 (USD) + 15% bonus target + equity + benefits

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, 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.

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.

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