Your responsibilities

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers and Sales teams, agencies and partners.
• Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects.
• Analyze data and generate insights to create action plans to solve issues at the root cause for our customers focusing on knowledge management, operational improvements, account reviews and product adoption.
• Partner with our Sales and other cross-functional partner teams (as applicable) to own and continuously improve the customer journey, resolve complex issues and understand customer pain points. Share insights and provide expertise to our partner teams to support product and process improvements.
• Be responsible for the development, maintenance, and delivery of knowledge management resources and training programs to ensure customer support agent competency.

Our requirements

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• 3 years of experience in troubleshooting or triaging DV360 campaigns.
• Experience with Ads escalations (i.e., handling customer communications, filing bugs to engineering, etc.).

Optional

• MBA or advanced degree in a Management, Business, or a related field.
• Experience in account/campaign management, technical troubleshooting, or customer support.
• Experience in data analysis, dashboards creation and identification of product and business insights.
• Experience developing strategic perspectives on customer-focused solutions.
• Knowledge and experience using Google Ads or other online advertising solutions and the media/tech landscape.