Product Support Consultant (english, Portuguese)

Product Support Consultant (English, Portuguese)

Mid

Experience driving progress, solving problems, and mentoring more junior team members; deeper expertise and applied knowledge within relevant area.

Please submit your resume in English - we can only consider applications submitted in this language.

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:

• Master's degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Experience using Google Ads or other online advertising solutions, and knowledge of the media/tech landscape.
• Experience with problem-solving to develop perspectives on customer-focused solutions.
• Experience working with cross functional teams including policy development, operations, feature teams, and a Trust and Safety capacity or adjacent.
• Experience in managing and influencing stakeholders along with communication skills.
• Ability to maintain a customer-first and empathetic mindset and own end-to-end experience and solutions.

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 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. 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' 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.

Responsibilities

• Manage a high-priority client portfolio, driving exceptional satisfaction by resolving technical escalations and troubleshooting systemic issues throughout the customer journey.
• Collaborate with Sales, Product, and Engineering teams to advocate for client needs, fostering joint problem-solving and building relationships with global advertisers and agencies.
• Analyze engagement metrics and customer insights to identify friction points, executing projects that enhance product functionality, operational policies, and technology.
• Serve as the primary technical authority, providing expert recommendations and best practices to internal partners to advocate continuous product and process improvements.
• Cultivate a globally dispersed team environment by providing mentorship and coaching to partner teams, empowering them to deliver client support.

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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.

If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.

Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.

To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes.