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Education Training / Education Training

YouTube Hiring for Lead, Scaled Support and Education, YouTube (Portuguese) Job at London, England Full Time

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Minimum qualifications:

  • Bachelor’s degree or equivalent practical experience.
  • Experience in project management and working in social media, community management and/or customer support.
  • Ability to speak and write in Portuguese and English fluently.

Preferred qualifications:

  • Technical experience (i.e. understanding of product development processes).
  • Experience in managing online communities (i.e. blogger or YouTube creator engaging with fans/audience).
  • Knowledge of YouTube products across platforms and experience running or building support programs on social media.
  • Deep knowledge of local YouTube community, internet culture, and social media trends.
  • Ability to navigate complex and sensitive situations involving public communications.
  • Interest in video, YouTube, online communities, and social media.

About the job

Fast-paced, dynamic and proactive, the YouTube Support Solutions team provides seamless help to all our users and creators around the world. As a member of the team, you’ll analyze user and creator issues, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide high-touch support, you’ll enhance the YouTube global user experience by driving reach, satisfaction, and resolution.

As a Lead for Scaled Support and Education for your market, you’ll be responsible for owning the regional experience across scaled support surfaces. You’ll be a user of the platform and connected with the latest creator and user discussions and topics to help inform communications and operational strategies, representing international markets, connecting with product specialists, and support agents to drive go-to-market strategies and escalate important issues for timely resolution – always putting our users first. You will experiment with innovative solutions to scale operations, work with global and regional stakeholders to drive improvements for the YouTube product and policy.

YouTube has grown into a community used by over 1 billion people across the globe to access information, share video, and shape culture. The YouTube team helps budding creators build careers, creates products like YouTube Kids, YouTube Music, and YouTube Gaming, and engages communities around shared passions and global conversations. Together, we empower the world to create, broadcast, and share.


Responsibilities

  • Manage a product community visited by users, and implement strategies to ensure that users receive a timely response.
  • Foster and build on relationships with community power users and influencers; develop insights from the community to drive issue resolution and user engagement.
  • Drive the strategy and execution of community management initiatives across multiple platforms.
  • Define and manage strategy to best offer community and social support in the market and address local needs.
  • Manage and help grow the Portuguese YouTube Creators channel to educate and engage with local creators.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.

Job Overview

  • ID: 163172
  • Date Posted:
  • Job Title: YouTube Hiring for Lead, Scaled Support and Education, YouTube (Portuguese) Job at London, England