SA360 Specialist, gTech Ads

Google•Boulder, CO

2h•$114,000 - $163,000

About The Position

gTech Ads provides support, media, and technical services to customers across Google’s advertising products. The organization helps customers use Google Ads and Publisher products through self-help and in-product support, direct customer interactions, account setup and campaign implementation, media solutions, and technical, measurement, and consultative support. It partners with Sales, Product, and Engineering to develop solutions, tools, and services that improve products and customer experiences. Within gTech Ads Customer Experience, the Customer Support Specialist in Platinum uses deep product knowledge to provide high-quality support and own end-to-end customer solutions. The role manages troubleshooting, proactively identifies and resolves issues through analytical and problem-solving skills, and may liaise with internal and external stakeholders about customer issues and questions. The position supports advertisers and Sales teams, agencies, and partners, and contributes to customer and product improvements in a globally dispersed team.

Requirements

Bachelor’s degree or equivalent practical experience.
5 years of experience in a project management or customer-facing role.
Experience in consulting or business operations, with a focus on process optimization and project management.

Nice To Haves

MBA, master’s degree, or other advanced degree.
Experience in business analysis, including conducting analytics, developing dashboards, and making recommendations.
Experience in account or campaign management, technical troubleshooting, or customer support, supported by strong communication and stakeholder management skills.
Knowledge of Google Ads products.
Customer-first and empathetic mindset, with the ability to own end-to-end experiences and solutions.

Responsibilities

Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues for Google advertisers, Sales teams, agencies, and partners.
Apply deep product expertise to resolve complex technical customer issues and escalations, and carry out strategic projects.
Share insights and expertise with partner teams to support product and process improvements.
Analyze data and insights to create action plans addressing root causes for top customers, with a focus on knowledge management, operational improvements, account reviews, and product adoption.
Partner with Sales and other cross-functional teams to improve the client journey, resolve complex issues, and understand customer pain points.
Contribute to team culture and success across a globally dispersed team, demonstrating mentorship and leadership.