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Improving customer support with our Google Operations Centers

Improving customer support with our Google Operations Centers

Dec 19, 2019

Troy Dickerson

VP, Google Operations Center

As our business evolves, the composition of our workforce often changes with it. Customer and user support, such as answering calls, product troubleshooting, and campaign set-up, has often been supplied by third-party companies on our behalf.

In 2018, we announced a pilot program to enhance customer and user support by bringing some of these jobs in-house, so the work is undertaken by employees. Based on the great feedback we’ve received on that program, we’re expanding—by the end of 2020, we will have created more than 4,800 Google customer support jobs, including the one thousand Google customer support agents already working in our Google Operations Centers.

Agents in our Google Operations Centers work to provide exceptional service to Google’s customers and users and receive industry-leading wages and benefits, including three weeks of paid vacation, up to 22 weeks of paid parental leave, and comprehensive health care (medical, dental and vision coverage). Agents can also participate in local culture clubs and have access to free meals while at work. Read more about the Google Operations Center.

In 2020 we’ll be expanding our footprint by opening a Google Operations Center in Mississippi, to join new and expanding sites in India and the Philippines. We're proud of the support Google Operations Centers provide, and look forward to enhancing the experience even further for our millions of users and customers around the world.

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