Policy Product Specialist, gTech Ads Customer Support (Mandarin, English)

Minimum qualifications:

• Bachelor's degree or equivalent practical experience.
• 2 years of experience in any policy and project/program management role.
• Experience working on problems in technology support environment.
• Ability to communicate in Mandarin and English fluently to support client relationship management in this region.

Preferred qualifications:

• Experience in business analysis to conduct analytics, develop dashboards, and make recommendations.
• Experience using Google Ads or other online advertising solutions and the media landscape.
• Experience in developing strategic perspectives on customer-focused solutions.
• Experience in account/campaign management roles, technical troubleshooting or customer support, with effective communication and stakeholder management skills.
• Ability to own end-to-end experience and solutions.

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

gTech Ads Customer Support organization is a customer-centric, solution-generating team that helps our advertisers and sales teams make the most out of our products. In this role, you will have product knowledge, provide high quality customer support and own end-to-end customer solutioning. You will focus on managing troubleshooting tasks, detect and provide resolution to issues. You will be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

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.

• Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
• Apply product expertise in solving complex technical customer issues and escalations and carrying out strategic projects.
• 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 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.