Commerce Specialist, gTech Ads Customer Experience (English, Portuguese)

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a technical project management or a customer-facing role.
• Ability to communicate in English and Portuguese fluently to engage with local stakeholders.

Preferred qualifications:

• 2 years of experience in a project/program management, consulting, or client facing role.
• Ability to work flexible non-standard working hours in line with customer requirements.
• Ability to own the end-to-end experience and solutions through a customer-first and empathetic mindset.

About the job:

Google Technical Services (gTech) Ads Google Customer Solutions (GCS) Customer Experience 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 deep product knowledge, provide high-quality customer experience, and "own" end-to-end customer solutioning. You will focus on managing troubleshooting tasks, use your investigative and problem-solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal and external stakeholders to provide communication on customer issues and questions (e.g., Trust and Safety (T&S), Go-To-Market (GTM), etc.).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:

• 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 (T&S), product management, engineering, and business solutions teams.
• Partner with cross-functional teams (e.g., go-to-market (GTM), trust and safety (T&S)) across top emerging trends and opportunity areas.
• Troubleshoot complex technical product issues, applying deep product expertise solving complex technical customer issues and escalations and carrying out projects.
• Develop tools and automation for better diagnostics, data fixes, and debugging, either independently or in partnership with product engineering teams.