SA360 & Google Ads Specialist — Customer Solutions Lead

Google LLC

Chicago (IL)

On-site

USD 140,000 - 204,000

Full time

9 days ago

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Job summary

Google LLC's gTech Ads Customer Experience organization seeks a Platinum Customer Support Specialist to deliver high-quality support, own customer solutioning, and manage troubleshooting for Google Ads customers across products. You will liaise with Sales and cross-functional teams to resolve issues and drive product adoption.

The role emphasizes data analysis, end-to-end customer journeys, and leadership within a globally distributed team.

Qualifications

Bachelor’s degree or equivalent practical experience.
8 years of experience in a technical project management or a customer-facing role.

Responsibilities

Prioritize and deliver outstanding customer service across the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
Analyze data and insights to create action plans to solve issues at the root cause for our top customers focusing on knowledge management, operational improvements, account reviews and product adoption.
Partner with our Sales and other cross-functional partner teams to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.
Share insights and provide expertise to our partner teams to support product and process improvements.
Demonstrate mentorship and leadership across the team.