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.
Our team is part the gTech gCare organization. We help Google's advertisers meet their business goals by providing implementation, optimization and reporting / insights support.
Large Customer Sales (LCS) sellers and support teams rely on our services to improve customer experience and unlock incremental value.
In this role, you will have the opportunity to grow significant impact via improvements to a critical part of our business which supports many customers.
Manage and coach high-performing teams to develop customer support support skills.
Manage key performance indicators (service levels, customer satisfaction) in a fast-paced environment cross-functionally.
Grow ongoing service improvements and projects involving quantitative analysis, industry research, and strategy development.
Grow operations to provide excellent customer experience across segments. Grow efficiency and business growth effectiveness through making our customers successful.
Provide clear and compelling vision for Google Customer Experience Vendor Operations and represent the Customer Experience team in leadership engagements in LATAM with Googlers and customers.
Minimum qualifications :
Bachelor's degree or equivalent practical experience.
4 years of relevant work experience.
Experience in people and team management.
Experience in customer service, operations and / or sales with a focus on process and system improvement with international teams.
Preferred qualifications :
Customer support and call / contact center knowledge and experience, including call center structure, tools, training, and quality processes.
Demonstrated ability to lead, coach and mentor a team.
Ability to effectively operate with flexibility in a fast-paced, constantly evolving team environment.
Ability to effectively influence and communicate cross-functionally with all levels of management within Google.
Ability to think strategically and make changes to meet strategic needs within your assigned market.