In this role, you deliver high-touch operational support to YouTube partners, troubleshooting complex issues to optimize platform performance. You’ll collaborate with internal teams and partner-facing groups to conduct deep-dives, share actionable insights, and drive partner growth. You’ll identify bottlenecks, analyze partner health metrics, and help scale processes. As a YouTube product expert, you’ll help resolve bugs and document learnings to reduce support volume. This role combines operations, product knowledge, and cross-functional advocacy to improve the partner experience.
Responsibilities
Provide high-touch support to YouTube partners via email and direct engagement
Troubleshoot complex technical issues and resolve product-related problems
Collaborate with Partner Managers, Partner Engineers, and internal teams to conduct account deep-dives
Share actionable insights to accelerate partner growth and improve performance
Analyze root causes to remove workflow bottlenecks and enhance team efficiency
Monitor partner health using quantitative and qualitative metrics to guide strategy
Develop deep product expertise and work with Product/Engineering to fix bugs and document case studies
Advocate for partners with cross-functional teams to drive product solutions and process improvements
Identify opportunities to scale operational initiatives and reduce consult volumes
Potentially specialize as SME in areas like Content ID, Creator Shopping, or Music
Work with other partner-facing teams to enhance partner happiness and growth
Key requirements
Bachelor in Technical or Business field or equivalent practical experience
2 years in technical customer support or client services, including troubleshooting
2 years in project or program management with external executive stakeholders
Fluent in English, Arabic, French, and Spanish for regional client relationship management
Navigating ambiguity with minimal guidance
Clear articulation of complex topics to stakeholders
Proactive problem-solving and innovation mindset
Troubleshooting complex technical issues
Root-cause analysis and diagnosis
Synthesis of technical data to inform product and process improvements
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