Digital Media Senior Associate – Customer Support (Shopping)

About the role

As a Digital Media Senior Associate you will support clients and advertisers on Google’s commerce products such as AdWords, Analytics and Shopping. You will troubleshoot campaign performance, provide improvement recommendations and work with internal teams to enhance Google’s advertising services.

Key responsibilities

• Provide real‑time support to clients and advertisers on AdWords, Google Analytics and Shopping.
• Deliver prompt assistance to Account Managers and follow escalation procedures.
• Maintain performance metrics including quality, productivity, timeliness and attendance.
• Analyze data, identify trends and suggest improvements.
• Liaise with cross‑functional teams to resolve customer issues.
• Collect feedback from clients and internal teams to help improve Google products and services.

Required profile

• Experience in real‑time chat and phone support.
• Background supporting advertising products (AdWords, Search, Display, Shopping, Mobile) and Google Analytics.
• Experience handling high‑revenue (Gold/Platinum) customers.
• Strong customer‑service orientation and analytical mindset.
• Ability to work under time pressure and prioritize high volumes of work.

Required skills

• AdWords
• Google Analytics
• Chat support
• Phone support

What we offer

• Competitive wages and comprehensive health care (medical, dental, vision).
• Family‑friendly benefits including gender‑neutral baby bonding leave and 18‑week maternity leave.
• Generous life, accident and disability insurance.
• On‑site meals, snacks and fun experiences for employees working at the office.