Highly Skilled Customer Support Manager

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China Google Full time
About gTech Ads

We provide a range of services for customers big and small across our entire Ad products stack, 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.

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 remain a trusted partner.

The gTech Ads Customer Support organization provides high-quality customer care to our advertisers and Sales teams, resolving sensitive and complex issues across Google Ads products.

Key Responsibilities:
  • Empower a team to troubleshoot and resolve Ads issues and escalations from Google's advertising customers and internal Sales teams, exceeding customer expectations.
  • Develop and deliver innovative services at scale across key LCS clients in APAC markets.
  • Provide strong business flexibility in driving support operations and navigating ambiguity in a constantly changing environment.
  • Manage and deliver on service metrics (e.g., resolution time, quality, turnaround time, escalation rate) for scaled vendor tech, and drive exceptional customer satisfaction.
  • Partner with other parts of gTech Ads (e.g., Tech Solutions, Scaled Tech) to develop, package, and deliver holistic solutions that span beyond just troubleshooting (e.g., Proactive Support Plans).
About You:

You will have a Bachelor's degree or equivalent practical experience, 15 years of experience leading business, engineering, or technical operations, policy, or management consulting firms while partnering with multiple stakeholders, 5 years of experience managing teams, and experience leading customer support or customer satisfaction programs.

PREFERRED QUALIFICATIONS:

  • 5 years of experience leading large-scale support operations in a high-tech environment.
  • 5 years of experience developing and scaling services in partnership with peer teams and outsourced vendor leadership teams.
  • Experience in digital marketing with advertisers and agencies.
  • In-depth knowledge of Google's advertising solutions, the media landscape, and APAC large customer sales dynamics.

Google is an equal opportunity employer and welcomes applications from diverse candidates.

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