Billing Specialist, gTech Ads Customer Experience, Scaled Excellence

Google•Chicago, IL

About The Position

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 Experience (CX) organization provides high quality customer care to our advertisers and sales teams. This support includes resolving sensitive and complex issues across Google Ads products and policies (e.g., Search, Video, DV3, Policy, Billing). Our mission is to improve the results of an advertiser’s troubleshooting issue and improve the experience and deliver Small and Medium Business Sales (SMB) support to our GCS customers that unlocks trust in Google, and drive accelerated business growth in one of the fastest growing and most dynamic business segments at Google. 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 video [https://www.youtube.com/watch?v=HcjR6ZngQcw].

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in a project/program management, consulting, or client facing role.

Nice To Haves

Experience using online advertising systems such as Google Ads, the Google Ads product Workspace, YouTube.
Experience in online advertising in a customer-facing role.
Experience with Google Ads or Google Marketing Platform (GMP) Billing troubleshooting and processes.
Experience in project management including kicking off workstreams, developing project plans, collaborating across organizations.
Experience using insights from data to influence business decisions, with effective investigative skills.
Excellent communication, organizational, customer service, and problem-solving skills.

Responsibilities

Become an expert on the Google Customer Solutions (GCS) small and medium business sales billing support experiences, including through continuous improvement programs.
Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and sales teams.
Develop and deliver an innovative menu of services at scale with a focus on operational excellence and AI-first services.
Establish and own strong, seamless working relationships with the acquisition and onboarding and SMB growth sales teams.
Identify customer trends and custom solutions, engaging directly with customers for the customer feedback to design and implement systemic changes to the case resolution experience, with a focus on Billing customer user journeys.