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

About the role

This opportunity will remain online based on business needs which may be before or after the specified date. To learn more about gTech, check out our video.

Responsibilities

• 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 our 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.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.

Preferred qualifications

• 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.

Pay

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

Schedule

Not specified