Digital Media Senior Associate - Customer Support (Platinum) - Search & ADs UI

Google Operations Center; India; On-site; INR 400,000 - 650,000; Full time

Benefits offered by this job

Competitive wages and comprehensive健康?

Health care coverage

Parental leave

Onsite meals

Job summary

Google Operations Center is hiring a Platinum Customer Support Senior Associate in India to deliver exceptional support for Google Marketing Platforms and AdWords. You will resolve campaign setup and performance issues for advertisers, agencies, and internal clients, maintaining top-tier customer experience.

You will work with L1–L2 teams and cohort leads to provide end-to-end solutions, aiming for minimal escalations and strong metrics while keeping a professional demeanor and ownership mindset.

Qualifications

• Excellent English communication skills, both written and spoken.
• At least 12 months of hands-on troubleshooting for Google Analytics and PMAX.
• Customer-first approach to understand needs and act accordingly.
• Ability to parse complex processes and provide actionable recommendations.
• Strong reasoning and root-cause analysis capabilities.
• Solid awareness of industry trends and dynamics.

Responsibilities

• Own end-to-end resolution of customer challenges across product areas.
• Collaborate with cross-functional teams to deliver effective solutions.
• Maintain low escalations and high customer satisfaction through proactive support.
• Manage time efficiently and work independently with policies and procedures.
• Identify issues early and involve the right experts to resolve them.
• Propose process and product improvements for Platinum cohort.

Skills

English fluency

GA/PMAX troubleshooting

Customer-first mindset

Navigating complexity

Root-cause analysis

Industry knowledge

Education

Google Skillshop certifications

Digital Marketing Fundamentals - Skillshop

Basic Javascript/HTML reading

Tools

SQL queries

Browser logs

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 Platinum Customer Support 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 and Google AdWords 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 the broader context of customer challenges which includes 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 Platinum cohort & sector for better troubleshooting of issues
• Demonstrate end to end ownership for solving complex problems by actively collaborating with colleagues across different teams (L1, L1.5, L2, Cohort lead, CSLs 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 <0.1% Escalations, customer sentiment, 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..
• Maintains a deep sense of responsibility through ownership of end to end support of customer challenges irrespective of the concerned product area.
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures effectively to solve customer issues.
• Collaborate effectively with cross-functional teams within different product areas to address customer needs.
• 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 to drive process, product and support improvements to solve for emerging customer and operational needs.

Required Skills:

• Excellent verbal and written English language skills. The candidate must possess good comprehension and fluency in the language.
• +12 months overall experience in troubleshooting Google Analytics and Search & PMAX with in-depth knowledge of its concept and features along with consistent performance
• Customer First Mindset - exercising the capability to identify emerging customer needs and decide appropriate actions to create the best customer experience possible.
• Navigating Complexity - has great ability to understand and analyze complex internal processes to create critical recommendations and solutions whenever possible
• Strong reasoning and logical thinking skills - ability to analyze customer issues utilizing their account information to narrow down the funnel and identify possible root causes of issues
• Strong domain and industry knowledge - has keen awareness of industry trends and appetite to remain informed.

Required Certification(s):

• Google Skillshop certifications
• Digital Marketing Fundamentals - 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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