Customer Advocate Senior Associate - Account Recovery - Ground Truth

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

Role Overview:

The gUP Account Recovery Process works with a continuous and focused approach to help the Google Account users get back into their account in a dynamic 24/7 environment. Follows strict guidelines to ensure that the account is given back to the legitimate owner; the team is working on project Ground Truth with a rigor to prevent and protect Google accounts from hackers. It is a place where authentication meets user’s experience without compromising on accounts security. 

Note : This role requires you to work from office 5 days a week
 

Position Responsibilities:

• Responsible to manage account recovery escalations, handle reviews and buganizer escalations 
• Follow guidelines and be involved in the detailed investigation process
• Share verdict and make critical decisions as per need
• Collaborate and work with PSM  (Product Support Manager), T&S (Trust & Safety) and Engineering teams while handling core responsibilities

Required Skills: 

• Excellent analytical, investigative and decision making skills
• Proficiency in Gmail, Google Docs, Sheets & Slides
• Excellent communication skills (written and verbal)
• Ability to manage global stakeholders in a dynamic ever evolving work environment

Required Certification(s): 

• Nil

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-global@googleoperationscenter.com.