Product Specialist, gTech Ads Customer Experience

Google • Boulder, CO

5d

About The Position

The Product Specialist will work within Google’s gTech Ads Customer Experience organization, a customer-centric team that helps advertisers and sales teams get the most out of Google products. The role provides high-quality customer support, applies deep product knowledge, and owns end-to-end customer solutioning. It focuses on managing troubleshooting tasks, proactively detecting issues, investigating root causes, and delivering resolutions. The specialist may also liaise with internal and external stakeholders to communicate about customer issues and questions.

The role serves Google advertisers, Sales teams, agencies, and partners. It combines technical skill, product expertise, and understanding of customers’ needs to address complex issues and escalations, improve customer journeys, and contribute to product and process improvements.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management or customer-facing role.
• Experience in technical troubleshooting or customer support, and managing experiences and solutions.
• Fluency in English to support client relationship management in the region.

Nice To Haves

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering, Applied Science, or a related field.
• 5 years of experience managing projects and working with analytics, software coding, or customer-side web technologies.

Responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey by troubleshooting and resolving issues while interacting directly with Google advertisers, Sales teams, agencies, and partners.
• Apply deep product expertise to solve complex technical customer issues and escalations and carry out projects.
• Analyze data and insights to create action plans that address customer issues at their root cause, focusing on knowledge management, operational improvements, account reviews, and product adoption.
• Partner with sales and other cross-functional teams to own and continuously improve the client journey, resolve complex issues, and understand customer pain points.
• Share insights and expertise with partner teams to support product and process improvements.

Benefits

• 15% bonus target
• Equity
• Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level