Policy Specialist, gTech Ads Customer Experience
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Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience in a policy or trust and safety troubleshooting, implementation or enforcement role.
Preferred qualifications:
- Experience in online advertising in a customer-facing role using Google Ads, the Google Ads product suite, YouTube, or other online advertising systems.
- Experience using insights from data to influence business decisions.
- Experience in project management, including initiating workstreams, developing project plans, and fostering cross-organizational collaboration.
- Excellent communication, organizational, customer service, and problem-solving skills.
About the job
The gTech Ads Customer Experience organization provides high quality customer care to our advertisers and sales teams. This support consists of resolving sensitive and complex issues across Google Ads products and policies (e.g., Search, Video, DV3, M&A, Policy, Billing). The Google Customer Solutions (GCS) Gold Customer Support team (within gTech Ads Customer Support) is a solution-oriented team that helps our most critical GCS sales teams and advertisers achieve their marketing objectives and goals with Google. GCS empowers many businesses around the world, delivering powerful solutions, trusted partnership, and a relentless commitment to their success. GCS is an AI-supercharged sales team, united by a common goal: to help our customers succeed. Our Customer Support solutions for GCS balance the need for creative solutions for single large GCS Advertisers with having to scale those solutions to cover all 20,000+ GCS MMS Customers.Our mission is not just to improve the results of an advertiser’s troubleshooting issue, but to improve the experience and deliver exceptional SMB support to our GCS customers that unlocks trust in Google, and drives accelerated revenue growth in one of the fastest growing and most dynamic business segments at Google.
As a Policy Solutions Specialist in the GCS CX team, you will have product knowledge, provide high quality customer experience and ‘own’ end-to-end customer solutioning. You will focus on managing troubleshooting tasks, use your analytical and problem-solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions (e.g., T&S, GTM, etc)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.
Responsibilities
- Support updating of existing solution content or create repeatable content (e.g., best practices recommendations, tutorials, blog articles, sample code) and ensure effective documentation of repeatable solutions.
- Help generate partner insights and participate in business reviews with partners to formulate partner strategies, with minimal guidance.
- Manage project planning, status reporting, timeline estimation, issue tracking, meeting facilitation, and project documentation.
- Execute solutions, with occasional support from peers/community, based on user/partner/client business objectives and technical requirements that have been previously defined, developed, and approved.
- Help identify trends of solution issues across users/partners/clients and collaborate with internal teams to mitigate risks in the future with some guidance.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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