Market Lead, Support and Education, Youtube

Google will be prioritizing applicants who have a current right to work in Singapore, and do not require Google's sponsorship of a visa.

Minimum qualifications:

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

Preferred qualifications:

- Experience in managing online communities (e.g., blogger, reddit, or YouTube creator engaging with fans/audience).
- Experience running or building support programs on social media.
- Knowledge of the local YouTube community, internet culture, social media trends, and video industry in the Japanese market.
- Knowledge of YouTube products across platforms and experience running or building support programs on social media.
- Ability to navigate situations involving public communications.
- Ability to speak Japan fluently in order to effectively communicate with representatives from external stakeholders in-market.

**About the job**:
YouTube's user base is growing and changing, which presents unique opportunities and challenges to support over a billion monthly users globally. Fast-paced, dynamic and proactive, the YouTube Support team provides seamless, best-in-class help to our creators, advertisers and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it and to allow our users’ voices to help shape product solutions. As a member of the Support team, you'll analyze top 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 Market Lead, you will manage the regional experience across scaled support surfaces such as the help communities, YouTube creators channel, help center, and social media. You’ll be knowledgable about the platform and the latest creator/user discussions and topics to help inform communications and operational strategies. You will do this by representing international markets, connecting with product specialists, supporting agents to manage Go-to-Market strategies, and escalating important issues for timely resolution. You'll also experiment with innovative solutions to scale operations and work with global/regional stakeholders to manage 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**:

- Implement strategies to ensure that users receive a timely response.
- Build and foster key relationships with the Japanese speaking community, users, and influencers in Japan.
- Develop insights from the community to manage issue resolution and user engagement.
- Support and communicate effectively with Japanese and English speaking clients.
- Define and manage strategy to best offer community and social support in the Japan market and address local needs.

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 our Accommodations for Applicants form.