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

Google Operations Center; India; On-site; INR 1,500,000 - 2,800,000; Full time

Benefits offered by this job

Competitive wages with comprehensive健康

Job summary

Google Operations Center in India seeks a gTech Ads Platinum Customer Experience Senior Associate to deliver exceptional support for Display & Video 360, Search Ads 360 and Campaign Manager 360. You will resolve campaign setup and performance issues for advertisers, agencies, internal clients, and sales, while ensuring the products work to optimize outcomes.

The role requires deep product knowledge, strong English communication, and a proactive, ownership-driven approach to troubleshooting in a

Qualifications

• Bachelor’s degree or equivalent practical experience in a relevant field.
• 2–6 years of hands-on customer support/troubleshooting in online advertising/analytics.
• Experience with online advertising platforms and analytics tools.

Responsibilities

• Understand customer challenges and provide holistic support beyond product boundaries.
• Develop strong product knowledge and troubleshoot across Google Marketing Platforms.
• Collaborate with cross-functional teams to resolve complex issues.
• Maintain high performance metrics: CSAT, escalations, first contact resolution.
• Manage time effectively and work independently with policies and procedures.
• Identify and escalate issues to the right experts quickly.
• Generate insights to address evolving customer and operational needs.
• Navigate AI tooling and A/B testing alongside issue triaging.

Skills

English proficiency

Customer support experience

Media planning understanding

Campaign operations experience

Campaign execution & optimization

Root cause analysis

Ownership & accountability

Clear communication

Education

Bachelor's degree or equivalent practical experience

Tools

Campaign Manager 360

Sizmek

Flashtalking

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. Ability to read, write and understand SQL related queries.

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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