Product Support Manager, Google Store

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.