Product Support Consultant, Titanium Search

Google; Wrocław; On-site; PLN 176,000 - 180,000; Full time

Job summary

Google is seeking a Product Support Consultant in Poland to own the end-to-end customer experience for a designated portfolio, resolving complex issues and driving value with deep product knowledge and data-driven insights.

You will collaborate across Product, Engineering, Sales and Policy teams to identify systemic issues, develop scalable solutions, and advocate for the customer. On-call support may be required on weekends as part of the role.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in a technical project management or a customer-facing role.
• Experience in technical troubleshooting or customer support.
• Master’s degree in Business, Statistics, Economics, Engineering or Applied Science (preferred).

Responsibilities

• Own customer experience for a designated portfolio of clients, prioritizing and delivering outstanding support throughout the customer journey while troubleshooting and resolving issues.
• Apply deep product expertise to solve complex technical customer issues and escalations, serving as the primary point of contact for product-related inquiries while demonstrating a deep understanding of product functionalities and best practices.
• Partner proactively with Google advertisers, sales, product, engineering, policy, and cross-functional partner teams, agencies, and partners to build strong relationships and continuously improve client journey.
• Monitor key client engagement metrics, analyzing data and insights to identify systemic improvement opportunities and share customer insights and expert recommendations.
• Cultivate a team culture and drive success among a globally dispersed team by providing ongoing coaching and mentorship to partner teams and empowering them to support clients.

Skills

Technical project management

Customer-facing role

Technical troubleshooting

Google Ads knowledge

AI awareness

Education

Bachelor’s degree or equivalent practical experience

Master’s degree (preferred)

Job description

Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Wrocław, Poland; Dublin, Ireland.

Minimum qualifications

• Bachelor’s degree or equivalent practical experience.
• 2 years of experience in a technical project management or a customer-facing role.
• Experience in technical troubleshooting or customer support.

Preferred qualifications

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Problem-solving experience to develop strategic perspectives on customer-focused solutions.
• Knowledge and experience using Google Ads or other online advertising solutions and the media landscape.
• Ability to be flexible with on-call support during designated weekends.
• Customer first and empathetic mindset, and ability to own end-to-end experience and solutions.
• Demonstrated ability to work well in a environment with people from all backgrounds, solve problems and think critically.

About the job

As a Product Support Consultant, you will have deep product knowledge, understanding of customer’s digital marketing objectives and identify opportunities for enhancing the customer experience. You will have the opportunity to identify systemic issues and work with a group of Google experts across Product, Engineering, Sales and Policy to develop scaled solutions leveraging data, analytics and AI.

You will have the empowerment to be the advocate of the customer and their needs by working across various teams across Google.

Your role will require the ability to learn technology especially AI, Google’s Ads products and require exceptional communication and influencing skills to work collaboratively with internal and external stakeholders.

gTech Ads LCS Customer Experience organization is a customer centric, solution-generating team that helps advertisers and sales teams make the most out of products. As a Product Support Consultant in the Large Customer Sales Customer experience (LCS CX) team, you will have deep product knowledge, provide high-quality customer experience and ‘own’ end-to-end customer solutioning. You will unblock critical revenue by managing escalations and act as thought leaders for systemic change with cross-functional partners. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends. You will be also responsible for liaising with internal/external stakeholders to provide communication on customer issues and trends.

Please note this role will require on-call support during designated weekends.

Individual pay is determined by factors including job-related skills, experience, and relevant education or training.

Ireland: €68000 - €69500 (EUR) + 15% bonus target + equity + benefits

Poland: zł176000 - zł180000 (PLN) + 15% bonus target + equity + benefits

Responsibilities

Learn more about benefits at Google .

• Own customer experience for a designated portfolio of clients, prioritizing and delivering outstanding support throughout the customer journey while troubleshooting and resolving issues.
• Apply deep product expertise to solve complex technical customer issues and escalations, serving as the primary point of contact for product-related inquiries while demonstrating a deep understanding of product functionalities and best practices.
• Partner proactively with Google advertisers, sales, product, engineering, policy, and cross-functional partner teams, agencies, and partners to build strong relationships and continuously improve client journey.
• Monitor key client engagement metrics, analyzing data and insights to identify systemic improvement opportunities and share customer insights and expert recommendations.
• Cultivate a team culture and drive success among a globally dispersed team by providing ongoing coaching and mentorship to partner teams and empowering them to support clients.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing our Accommodations for Applicants form .