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Job Description
- Identify and address systemic issues, partner with internal and product teams to implement product, policy, process and tooling improvements.
- Provide operational expertise and channel the Customer to scale product support and feature launches provide self help options through (e.g., genAI solutions).
- Enhance customer support data analysis to gain deeper insights.
- Collaborate with the Product Area PMs and Eng (and Marketing, PR, Legal, etc.) and gUP cross-functional teams to develop and implement the support strategy for critical user journeys you own and address immediate support needs and develop systemic solutions for recurring issues.
- Partner with the Google Fi Product Area and Product Validation (PV) teams across functions to own and enhance critical user journeys, targeting improvements in Customer Satisfaction (CSAT), Total Resolution Time, and Repeat Contact Rate.