Google Ads Policy Specialist, gTech
Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we're currently unable to extend offers to anyone who cannot work from Australia due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in this location by set date as expected. We're keeping the situation under review and would adjust our position should the restrictive measures be removed later on.
Applicants must have a right to work in Australia as Google is currently unable to sponsor a visa for this position.
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 2 years of relevant work experience.
Preferred qualifications:
- 2 years of experience in an online advertising role, including using online advertising technologies.
- Ability to work well in an environment with people from various backgrounds.
- Excellent communication, organizational, customer service, problem-solving, and analytical skills.
About the job
gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.
As a Customer Care Specialist, you will work closely with advertisers and global sales teams to own technical troubleshooting for product-related issues. In this role, you will become a product expert, developing innovative, scalable solutions that effectively serve our growing customer base.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
Responsibilities
- Use product expertise to deliver on customer service-level agreements, which involves resolving and managing user cases and escalations.
- Be a go-to resource for customers and key stakeholders on complex issues.
- Demonstrate mentorship and leadership across the team, and manage relationships with key internal stakeholders in Sales, gTech, and Engineering.
- Drive product and process improvements, and provide insights and expertise for business planning.
- Promote inclusive team culture and success.