Billing Specialist, gTech Ads Customer Experience (CX)

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in a project management or a customer-facing role.

Preferred qualifications:

• Master’s degree in Business, Statistics, Mathematics, Economics, Engineering or Applied Science, or a related field.
• Experience delivering customer-first, empathetic technical troubleshooting while owning end-to-end solutions.
• Deep knowledge of Google Ads, digital advertising platforms, and the broader media landscape.
• Background in business analysis, including conducting analytics, building dashboards, and delivering data-driven recommendations.
• Proven ability to apply problem-solving to build tailored, customer-focused solutions.
• Strong communication skills with demonstrated experience managing and influencing key cross-functional stakeholders in a global environment.

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.

gTech Ads Customer Experience organisation 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 support and ‘own’ end to end customer solutioning. You will focus on managing troubleshooting tasks, use your analytical and problem solving skills to proactively detect and provide resolution to issues. You may also be responsible for liaising with internal/external stakeholders to provide communication on customer issues and questions.

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 exceptional service throughout the customer journey, troubleshooting and resolving issues directly with advertisers, Sales teams, agencies, and partners.
• Apply deep product expertise to solve high-priority technical issues while leading projects to drive long-term business success.
• Leverage insights to eliminate issues at their root, focusing on knowledge management, operational enhancements, account reviews, and product adoption for key accounts.
• Partner closely with Sales and cross-functional teams to continuously refine the overall client experience, address pain points, and resolve high-stakes issues.
• Share product expertise with partner teams to fuel continuous process improvements while fostering a high-performing culture across a globally dispersed team.