Digital Media Senior Associate - Customer Support (Platinum) - Apps

Google Operations Center; India; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Google Operations Center in India seeks a gTech Ads Platinum Customer Experience Senior Associate to deliver top-tier support for Display & Video 360, Search Ads 360 and Campaign Manager 360 campaigns. You will resolve complex issues, collaborate with product and engineering teams, and optimize campaigns for advertisers, agencies, and internal clients.

You will handle incidents, track metrics, and contribute to continual service improvements while working in a 24/7 environment including night

Qualifications

• Bachelor's degree or equivalent practical experience with strong academic record.
• 2–6 years of experience in customer support/troubleshooting for online advertising/analytics products via Email, Chat and Phone.
• Media planning & strategy understanding for global campaigns across channels.
• Experience with Campaign Manager 360, Sizmek or Flashtalking for trafficking ads.
• Proven ability to execute, optimize and analyze digital campaigns.
• Strong RCA, problem-solving, ownership and customer-centric approach.

Responsibilities

• Understand customer challenges and provide tailored support across Google Ads products.
• Collaborate with frontline, product specialists, Engg, Risk, and Ads teams to resolve issues.
• Demonstrate end-to-end ownership from triage to resolution.
• Maintain high performance metrics: ES, CSAT, quality, productivity, FCR, response speed.
• Navigate AI tooling and perform iterative troubleshooting and improvements.
• Communicate clear, effective solutions to customers.

Skills

Customer support

Troubleshooting

Advertising products

Campaign trafficking

A/B testing

Root cause analysis

Cross-functional

Data-driven optimization

Communication

Education

Bachelor's degree

Tools

Campaign Manager 360

Sizmek

Flashtalking

Google Analytics

Job description

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals-all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview

As the gTech Ads Platinum Customer Experience Senior Associate you will leverage deep expertise, profound product knowledge and a thorough understanding of customer challenges to deliver exceptional customer experience for the products in Google Marketing Platforms (Display & Video 360, Search Ads 360, Campaign Manager 360) resolving various campaign set up and performance related issues for Advertisers/ Agencies/Internal Clients/ Sales. All of your efforts go towards ensuring that our products are working and our top tier customers optimize them to deliver desired results.

Position Responsibilities

• Understand broader context of customer challenges,delving into account-specific nuances and the depth of issues encountered to provide a holistic and tailored support that goes beyond X-product and X-Service limitations
• Comprehensive and nuanced understanding of various products and Customer familiarity within Customer cohort & Industry/Sector for better troubleshooting of issues
• Demonstrate end to end ownership for solving complex problems by actively collaborating with colleagues across different teams (Front line, product specialist, Engg, Risk, Ads approval et) & functions to leverage a collective pool of expertise to ensure customers receive the most comprehensive and effective solutions regardless of their specific product usage
• Maintains exceptional performance metrics such as Escalations, customer satisfaction, quality, productivity, first contact resolution, speed of response and reliability as well as awareness of maintaining healthy input metrics like time to respond, quality of consults and rate of follow ups
• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues.
• Flag and elevate issues to solve for the customer by identifying the customer Issues swiftly and by involving the right expert
• Proactively develop innovative ideas & Customer insights to solve for emerging customer and operational needs
• Ability to navigate the complexities of evolving AI tooling solutions and A/B testing alongside troubleshooting customer issues

Required Skills

• Excellent verbal and written English language skills. The candidate must possess good comprehension and fluency in the language.
• Minimum Bachelor's degree or equivalent practical experience with a strong academic record
• Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products Google Analytics via Email, Chat and Phone channels [Open to work 24*7 operations including Night shifts]
• Media Planning & Strategy Understanding and awareness of media plans for global campaigns across multiple channels. Ability to understand competitor analysis and media strategy and budget allocation.
• Campaign & Ad Operations (Trafficking) Experience with ad servers (e.g., Google Campaign Manager 360, Sizmek, Flashtalking) to traffic and manage digital ad campaigns.- Set up and manage complex campaign structures, including various ad formats, targeting parameters, and tracking pixels.- Troubleshoot and resolve ad trafficking issues, such as creative rejection, tracking discrepancies, and delivery problems
• Campaign Execution & Optimization Proven track record of flawlessly executing multi-layered global campaigns in a fast-paced environment. Monitor campaign performance in real-time and make data-driven simple optimization recommendation.- A/B test different creative, targeting, and bidding strategies to maximize campaign effectiveness.
• Campaign Analysis and Diagnostics - Experience conducting root cause analysis (RCA) to determine the source of inefficiencies, errors, or delays. Analyze performance data and user feedback to identify key areas for process improvement, presenting findings with clear data-driven evidence.
• Advanced Problem-Solving & Ownership - Demonstrates full ownership of complex technical problems, acting as the primary driver from initial triage to final resolution. Independently manages incident timelines, escalations, and customer communication for high-priority issues.
• Customer-Centric Resolution Translates complex internal troubleshooting efforts into clear, concise, and effective solutions for the customer.- Delivers comprehensive solutions that address the root cause of an issue, adaptable to customers using different aspects of the product suite.

Required Certification

• Digital Marketing Fundamentals - Skillshop

Good to have Certification (s)

• Google Ads Measurement - Skillshop
• Google Analytics - Skillshop

Ability to read and understand Basic Javascript, Browser logs (Google Chrome Developer Logs), and basic HTML.