Lead a team of developers and program managers who enable our Frontline Agents to provide support for Billing technical issues across Workspace, GCP, and AI/ML. Partner with Product Management and Developers to translate customer needs into a better overall product; recognize trends in customer feedback and escalate issues within Google. Collaborate with Software Developers and Site Reliability Developers to manage production incidents in real time, with an emphasis on timely and thorough issue identification and customer communication.
Resolve high-profile escalations and issues, improve the customer experience and drive initiatives that increase their likelihood of success on our platform. Identify opportunities and build solutions to improve support or empower customers to solve issues by using self-service tools and documentation.
Job description provided by Google.
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