Full Time Job

Product Support Lead, eCommerce


San Bruno, CA 03-03-2021
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  • Paid
  • Full Time
Job Description

The Product & Partner Go-To-Market (PPG) team launches and lands new products, policies, and content strategies that make YouTube the world's top destination for video. Our team of expert Product Specialists provides a unified voice for Product across several other key teams - including Surfaces & Apps, Content Creation & Engagement, Monetization, and Rights & Content Management - as well as the Partnership Enablement team, which brings product, policy, and content strategies to market via all the partner-facing teams across Google's business.

Paid Product Support is responsible for providing exceptional support experiences to our YouTube paid users (YouTube Premium/Music, YouTube TV, and other monetization products) through our 1:1 support interactions.

As a Product Support Lead, you will design and own the multi-channel support strategy for several YouTube paid products (e.g YouTube Music, Commerce, etc.). As such, you will partner with multiple teams to deliver a great support experience to all our users. You will not only be directly responsible to drive significant improvements in key areas (CSAT and Cost Efficiency) but also identify ways to increase product engagements through our support interactions. You will own the support processes/policies for the products you support, lead any necessary benchmarking activities and act as a user advocate in multiple cross-functional meetings.

At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.