Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers (if required) and business teams, agencies, and partners.
Apply in-depth product expertise solving technical customer issues, escalations, and carrying out projects.
Analyze data and generate insights to create action plans to solve issues at the root cause for our customers focusing on knowledge management, operational improvements, account reviews and product adoption.
Partner with business and other cross-functional partner teams to own and continuously improve the customer journey, resolve issues, and understand customer pain points. Share insights and provide expertise to our partner teams to support product and process improvements.
Oversee the development, maintenance, and delivery of knowledge management resources and training programs to ensure customer support agent competency.
Minimum qualifications:
Bachelor’s degree or equivalent practical experience.
5 years of experience in project management.
Preferred qualifications:
3 years of experience in troubleshooting or triaging demand generation campaign.
Experience in account/campaign management, technical troubleshooting, or customer support.
Experience in data analysis, dashboards creation and identification of product and business insights.
Experience in ads escalations (i.e., managing customer communications, filing bugs to engineering, etc.).
