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Job Description
- Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
- Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Trust and Safety, Product Management, Engineering and Business Solutions teams. Partner with cross-functional teams (e.g., GTM, Trust and Safety) across top Billing emerging trends and opportunity areas.
- Troubleshoot complex technical product issues. Apply deep product expertise solving complex technical customer issues and escalations and carrying out strategic projects. Develop tools and automation for better diagnostics/data fixes and debugging, either independently or in partnership with Product Engineering teams.
- 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 (as applicable) to own and continuously improve the journey of all clients across, resolve complex issues and understand customer pain points.