Billing Specialist, gTech Ads Customer Experience, Scaled Excellence

Application Window The application window will be open until at least May 28, 2026. This opportunity will remain online based on business needs which may be before or after the specified date. Preferred Working Location Chicago, IL, USA; Boulder, CO, USA Minimum Qualifications Bachelor’s degree or equivalent practical experience. 5 years of experience in project/program management, consulting, or a client-facing role. Preferred Qualifications Experience using online advertising systems such as Google Ads, the Google Ads product Workspace, YouTube. Experience in online advertising in a customer-facing role. Experience with Google Ads or Google Marketing Platform (GMP) Billing troubleshooting and processes. Experience in project management, including kicking off workstreams, developing project plans, and collaborating across organizations. Experience using insights from data to influence business decisions, with effective investigative skills. Excellent communication, organizational, customer service, and problem‑solving skills. About the Job gTech Ads is responsible for all support, 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. We also provide complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones to scalable support for millions of customers worldwide. Working in partnership with Sales, Product, and Engineering teams, we develop better solutions, tools, and services that 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 Experience (CX) organization provides high‑quality customer care to our advertisers and sales teams. This support includes resolving sensitive and complex issues across Google Ads products and policies (e.g., Search, Video, DV3, Policy, Billing). Our mission is to improve the results of an advertiser’s troubleshooting issue and deliver Small and Medium Business Sales (SMB) support to our GCS customers, unlocking trust in Google and driving accelerated business growth in one of the fastest growing and most dynamic segments at Google. Responsibilities Become an expert on the Google Customer Solutions (GCS) small and medium business sales billing support experiences, including through continuous improvement programs. Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google’s advertisers and sales teams. Develop and deliver an innovative menu of services at scale with a focus on operational excellence and AI‑first services. Establish and own strong, seamless working relationships with the acquisition, onboarding, and SMB growth sales teams. Identify customer trends and custom solutions, engaging directly with customers for feedback to design and implement systemic changes to the case resolution experience, with a focus on Billing customer user journeys. Salary Information US: $114,000 - $164,000 (USD) + 15% bonus target + bonus + equity + benefits Employee Benefits Learn more about benefits at Google: (Link placeholder) EEO Statement 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 our Accommodations for Applicants form. #J-18808-Ljbffr Google