Product Support Consultant, Ads Billing

Product Support Consultant

Driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Experience in an implementation or enforcement role.

Preferred qualifications:

• Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.
• Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
• Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
• Excellent communication, organizational, customer service, and problem-solving skills.

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.

Responsibilities:

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Trust and Safety, Product Management, Engineering and Business Solutions teams.
• Partner with cross-functional teams (e.g. GTM, Trust and Safety) across top Billing emerging trends and opportunity areas.
• Troubleshoot complex technical product issues.
• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Partner with our Sales and other cross-functional partner teams (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.