Content Strategist, gTech Ad Customer Support

1 Month ago • 5 Years + • Editorial

Job Summary

Job Description

The Content Strategist at gTech Ad Customer Support will play a key role in developing and implementing user-centric self-help solutions, leveraging AI-powered capabilities. Responsibilities include defining content strategy with cross-functional stakeholders, refreshing existing content for top user issues, analyzing data across multiple platforms (help center, chatbot, support cases) to inform strategy, managing complex project schedules, and staying current on best practices through user research and A/B testing. The ideal candidate will have experience in content strategy, data analysis, and working with Product and Engineering teams. They should be comfortable working in a fast-paced, ambiguous environment and possess strong communication and influence skills.
Must have:
  • Bachelor's degree or equivalent experience
  • 5+ years experience in content, technology, or support
  • Content strategy, management, and data analysis expertise
  • Cross-functional stakeholder management
  • Project management and risk identification
  • Data-driven decision making
Good to have:
  • Experience with Google Ads and related products
  • Familiarity with AI-powered content tools
  • Experience formulating data-driven proposals
  • A/B testing and user research experience

Job Details


Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience working in content, technology, support operations, or related fields.
  • Experience in content strategy, management principles, and data analysis.

Preferred qualifications:

  • Experience formulating data-driven proposals and communicating the success of launched initiatives.
  • Experience working with stakeholders in Product and Engineering teams with a tech-first mindset, influencing outcomes, and driving measurable results.
  • Knowledge of Google Ads and related ads products.
  • Familiarity with AI-powered content strategy tools and technologies.
  • Ability to manage multiple complex projects simultaneously while working with geographically dispersed, cross-functional teams and thriving in an often ambiguous environment.

About the job

The Digital Transformation team empowers our customers, partners and support agents globally with accurate, comprehensive, discoverable, and easily consumable knowledge on our advertiser and merchant solutions across all scaled support surfaces. Our team supports customers self-help experience through an array of scalable solutions. Our efforts are rooted in our content and product expertise and our thorough understanding of customers complex needs and content strategy best practices. Whether the answer is a bespoke solution to solve a problem for a specific customer segment, or a new solution that can scale across the ecosystem, everything we do ensures our customers benefit from the full potential of Google’s scaled surfaces-based self-sufficiency solutions.

As a Content Strategist, you will be at the forefront of launching user-centric self-help solutions, including the latest Generative AI powered capabilities.

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 .

Responsibilities

  • Work closely with cross-functional stakeholders to define strategy and align on requirements before piloting and scaling content solutions, including AI-powered tools for content creation, optimization, and personalization. 
  • Drive ongoing refreshes of existing content solutions for top user issues and customer journeys to support new product launches and optimize content in priority areas.
  • Analyze data across surfaces including product, help center, chatbot and support cases, analyzing trends, establishing KPIs based on usage, effectiveness, to drive content strategy.
  • Manage complex project schedules, identifying risks, acting with subject-matter persuasion, and demonstrating a high degree of influence on stakeholders to successfully overcome roadblocks.
  • Remain up-to-date on content best practices through user research and A/B testing to iterate on content guidelines and structure as needed to optimize for a seamless user experience.

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