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Product Support Manager, Consumer Payments (English, Portuguese)

Google
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São PauloFull-timePosted 3d ago

About the role

Product Support Manager for Consumer Payments within Google's gTech (Users and Products, gUP) team. Responsible for driving the consumer support strategy for core components of Google Pay and Wallet experiences, shaping a user-centric support and enablement ecosystem, and ensuring regulatory compliance in Brazil.

Responsibilities

  • Own and define the global support strategy for core components of the Payments consumer experience, leading initiatives that inform the product roadmap and balance short- and long-term investments.
  • Partner cross-functionally with Engineering, Product Management, UX, and Analytics to advocate for the user voice throughout the product development lifecycle and deliver operational readiness for scalable global launches.
  • Manage feedback operations—including issue taxonomy, quality audits, and launch readiness—and own insights reporting to provide actionable recommendations that improve the user experience.
  • Drive prompt resolution of critical customer escalations.
  • Maintain regulatory compliance for Google Pay Brazil by collaborating with stakeholders to manage critical escalation channels (such as the Ombudsman) and ensure adherence to Central Bank resolution timelines.

Qualifications

  • Bachelor’s degree or equivalent practical experience.
  • 5 years of experience in a technical project management, or a customer-facing role.
  • Ability to communicate in English and Portuguese fluently to engage with local stakeholders.

Skills

Required:English and Portuguese fluencyCross-functional collaborationProject management
Last updated Oct 23, 2026. Interested? Apply on the company site.

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