Product Support Manager, Google Store

Posted: 1 year ago

Employer: Google
4.57
average rating from total 7 votes

  • Category:
    Marketing and Product Management

  • Salary per year:
    $116000 - $123500

  • Time:
    full-time

  • Location:
    Boulder, Colorado, USA

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Job Description

Google is seeking a highly motivated Product Support Manager for the Google Store to lead support initiatives, optimize customer experience, and ensure the seamless operation of support processes. This role requires a strong commitment to service excellence and the ability to work cross-functionally in a fast-paced environment.

Duties and Work Process
  • Lead and manage customer support teams to deliver exceptional service for Google Store customers.
  • Develop and implement strategies to improve support workflows and customer satisfaction.
  • Monitor and analyze customer support metrics to identify trends and areas for improvement.
  • Collaborate with internal teams such as Product Management, Engineering, and Marketing to address customer needs.
  • Oversee the creation and maintenance of support documentation, FAQs, and training materials.
  • Manage escalations and provide solutions for complex customer issues.
  • Ensure alignment with Google's policies, values, and support standards.
  • Stay informed about product updates, launches, and industry trends.
Necessary Skills and Qualifications
  • Exceptional leadership and team management skills.
  • Proficiency in analyzing data and metrics to drive decision-making.
  • Strong problem-solving and conflict resolution abilities.
  • Excellent verbal and written communication skills.
  • Knowledge of e-commerce operations, support technologies, and customer care best practices.
  • Ability to work collaboratively across departments and manage multiple priorities effectively.
Work Experience Requirements
  • Minimum of 5+ years of experience in customer support or a related field, with at least 2 years in a managerial role.
  • Proven track record of implementing and improving support processes in an e-commerce or technology environment.
  • Experience working with CRM systems and support tools such as Salesforce or Zendesk.
Education Requirements
  • Bachelor’s degree in Business Administration, Communication, or a related field.
  • Advanced certifications in Customer Support Management or related disciplines are a plus.
Benefits of Cooperation with the Company
  • Competitive salary with comprehensive health and wellness benefits.
  • Generous vacation and parental leave policies.
  • Opportunities for professional growth and access to Google’s extensive learning resources.
  • Dynamic and inclusive work environment that celebrates diversity and innovation.
  • Employee discounts on Google Store products.
  • Contribution to meaningful projects that impact millions of users worldwide.