Platinum Customer Support Lead
Job Summary
Job Description
- 15+ years leading business/technical operations
- 5+ years managing teams
- Customer support/satisfaction program experience
- Troubleshooting and resolving Ads issues
- Delivering innovative services at scale
- Managing service metrics & customer satisfaction
- 5+ years leading large-scale support operations in high-tech
- 5+ years developing and scaling services
- Experience in digital marketing with advertisers and agencies
- In-depth knowledge of Google’s advertising solutions
2 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 15 years of experience leading business, engineering or technical operations, policy, or management consulting firms while partnering with multiple stakeholders.
- 5 years of experience managing teams.
- Experience leading customer support or customer satisfaction programs.
Preferred qualifications:
- 5 years of experience leading large scale support operations in a high tech environment.
- 5 years of experience developing and scaling services in partnership with peer teams and outsourced vendor leadership teams.
- Experience in digital marketing with advertisers and agencies.
- In-depth knowledge of Google’s advertising solutions, the media landscape, and APAC large customer sales dynamics.
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.
The gTech Ads Customer Support organization provides high quality customer care to our advertisers and Sales teams. This support consists of resolving sensitive and complex issues across Google Ads products.
The Platinum Support Team is a solution-oriented team that helps our most critical Sales teams and Platinum-segment advertisers. These solutions are often highly personalized, and improve not just the results of an advertiser’s troubleshooting issue, but the experience.
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
- Empower a team to troubleshoot and resolve Ads issues and escalations from Google's advertising customers and internal Sales teams, and exceed customer expectations.
- Develop and deliver an innovative menu of services at scale across key LCS clients in APAC markets.
- Provide strong business flexibility in driving support operations and navigating ambiguity in a constantly changing environment.
- Manage and deliver on the service metrics (e.g., resolution time, quality, turnaround time, escalation rate) for scaled vendor tech, and drive exceptional customer satisfaction.
- Partner with other parts of gTech Ads (e.g., Tech Solutions, Scaled Tech) to develop, package, and deliver holistic solutions that span beyond just troubleshooting (e.g. Proactive Support Plans).
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About The Company
A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
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