Google Looking For Policy Solutions Specialist, Global Customer Care at Chicago, IL Full Time

Minimum qualifications:
Bachelor’s degree or equivalent practical experience.

3 years of relevant work experience.

Experience in business analysis in order to conduct analytics, develop dashboards/infrastructure, and build narratives by bringing forward insights and making recommendations.

Preferred qualifications:
Experience using Google Ads or other online advertising systems.

Good business communication and storytelling skills, ability to craft compelling narratives in verbal and written communications for customers (including senior stakeholders) reflecting an understanding of diverse audiences.

Good problem solving skills to develop a strategic perspective on customer focused insights and solutions.

Demonstrated ability to work well in a diverse environment with people from all backgrounds, solve problems and think critically.

Ability to simplify complexity and use insights to influence business decisions.

About the job

gTech Global Customer Care (gGCC) is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product, and Engineering teams within Google to develop better tools and services and improve our products based on the evolving needs of our users. As a cross-functional and global team, it’s our job to help keep the lights on and the ads fresh.

The gCare team plays a critical role in Google’s success, supporting Sales, Customers, and Partner teams to enhance our support offering. As a Policy Solutions Specialist, you will work closely with customers and the global sales teams to own technical troubleshooting; act as a critical means of support and have a passion for delivering excellent customer service. In this role you will become a product expert, owning not only troubleshooting tasks but also proactive support for customers to obviate their most complex problems and develop innovative, scalable solutions that effectively serve our growing customer base. In this role, you will focus on providing the highest quality of support to both our sales teams and the advertisers they work with.

The gCare team is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Trust and Safety, and Engineering teams within Google to develop better tools and services to improve our products based on the evolving needs of our users.

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.

Additional Information

(Colorado only*) Minimum salary of $106,000 + bonus + equity + benefits.

• Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Responsibilities

Carry out the analyses for gCare Policy operations that will inform business decisions and identify opportunities for improvements. Develop data infrastructure to enable timely business performance insights.

Partner closely with gTech leadership to understand their business problems and opportunities, and translate into analytical solutions.

Deliver outstanding customer service, troubleshooting and resolving ads policy issues from Google’s largest advertising customers and internal sales teams and deliver on customer service level agreements (SLAs). Engage with cross-functional partners to identify opportunities and resolve issues.

Contribute to the development of internal products, serving as the voice of the customer in identifying product enhancements and making sure new products launch with customer usability in mind.

Drive inclusive team culture and success.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.