Customer Support, gTech Ads, Scaled Service Excellence

Google

2 - 4 years

Hyderabad

Posted: 13/06/2025

Job Description

Info Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Gurugram, Haryana, India.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Hyderabad, Telangana, India; Gurugram, Haryana, India.

Minimum qualifications:

Bachelor’s degree or equivalent practical experience.
2 years of experience in a project or program management, consulting or client-facing role.

Preferred qualifications:

2 years of experience in a client-facing role.
Experience in managing escalations such as customer communications, filing bugs to engineering etc.
Experience in data analysis, dashboards creation and identification of product and business insights.
Experience using Google Ads or other online advertising solutions and the media landscape.

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.

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 interacting directly with Google's advertisers.
Apply product expertise solving technical customer issues and escalations.
Work closely with cross-functional teams to meet shared goals.
Own and drive exceptional customer experiences for a designated portfolio of clients ensuring resolution of issues and customer satisfaction.
Analyze data and insights to identify systemic improvement opportunities and own and execute projects to lead improvements in product, technology, operational process and customer awareness.

About Company

Google is a multinational technology company founded in 1998 by Larry Page and Sergey Brin. It is best known for its search engine but also develops products and services in areas like online advertising (Google Ads), cloud computing (Google Cloud), operating systems (Android, Chrome OS), web browsers (Chrome), and consumer electronics (Pixel devices, Nest). Google is a subsidiary of Alphabet Inc., its parent company formed in 2015. It plays a major role in shaping the internet, AI, and digital innovation globally.