Full Time Job

Product Support Lead, Subscriptions Support


San Bruno, CA 05-23-2020
  • Paid
  • Full Time
Job Description

Go-To-Market and Support Solutions (GSS) is a global team working to ensure our users get the most out of YouTube. We provide dedicated and scaled support, strategic go-to-market plan development, partnership resources, product and policy insights based on user feedback, and scaled partnership management to ensure that all partners can thrive within the YouTube ecosystem. We ensure products get to market, support users when they need help and capture user feedback to drive product excellence and market fit.

Paid Product Support (PPS) is part GSS and is responsible to provide best-in-class support experiences to our YouTube paid users (YouTube Premium/Music, YT TV, Alt 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 Shows and Movies, SuperChat, Channel Memberships ....). 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.