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

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.

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 or 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 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 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 passion for delivering excellent customer service and improving it. You will become a product expert, focused on managing troubleshooting tasks so the sales teams can concentrate 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, including problem prioritization, analysis, and resolution.

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 and address areas for improvement.
• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners to foster collaborative problem‑solving and deliver an outstanding customer experience in troubleshooting and resolving issues.
• Apply deep product expertise to solve complex technical customer issues. Analyze insights to identify systemic improvement opportunities and lead improvements in product, technology, operational processes, policy, and customer awareness.
• Partner 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 recommendations to advocate product and process improvements that drive optimization. Drive team culture and success by providing ongoing mentorship to partner teams, empowering them to effectively support clients.

US: $114,000 - $164,000 (USD) + 15% bonus target + equity + benefits.

Google is an equal opportunity workplace and 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.