Platinum Customer Support Lead, gTech Ads Customer Support

About the job

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.

The Platinum Support team within gTech Ads is a solution-oriented team that helps our most critical sales teams and Platinum-segment advertisers. These solutions are often white-glove, and improve not just the results of an advertiser's troubleshooting issue, but the experience. In addition to troubleshooting on the customer side, we work with Sales, Go-To-Market (GTM), vendors and Scaled Delivery Management (SDM), and Engineering teams within Google to develop better tools and services to enhance our products based on the evolving needs of our customers.

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

• Evaluate, improve, and transform our customer support model within the APAC Large Customer Sales (ALCS) sector to meet the changing needs of our custome
  
• Lead a team to deliver support services (e.g., resolution times, customer sentiment, reduced promoter/advertiser temperatures).
  
• Empower a team to troubleshoot and resolve Ads issues from Google's largest advertising customers and internal sales teams and exceed customer expectations.
  
• Establish unparalleled working relationships, comms flows, and governance across senior cross-functional leaders (e.g., in market Sales and gTech Ads leadership, Enablement), as well as within the Platinum gTech Ads leadership team(s).
  
• Identify trends, opportunities, and custom solutions for Platinum customers across product, policy, and customer support operational opportunities. Work on continuous improvement service experience plans.