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San Mateo, VT

Full-time | Customer Service

About the job

Knowledge and Content Manager
About GoPro
GoPromakes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.
GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equality. And we share the experiences of individuals and communities who also hold these values as core to who they are. From So Paulo to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.
The Knowledge and Content Manager assures that our customers and our internal teams have the most accurate and accessible information about GoPro products, including each products core functions, troubleshooting techniques, and use case recommendations. This role will maintain and expand a database of content with oversight for identifying content and knowledge gaps, and will work with internal experts to create or amend content to fill those gaps. Additionally, this role will play a key part in leading our suite of self-service programs to assure that information is easy to find, easy to understand, and consistent across all channels.
Responsibilities:
Own the systems and processes for the overall knowledge base operations, including the interconnectivity of content with other channels and tools.
Lead our self-service initiatives to assure that content is organized and presented in a way that makes finding and accessing the relevant content efficient and intuitive.
Partner with internal experts and other GoPro teams to create and maintain product specification, use, and troubleshooting content in GoPros Knowledge Base.
Develop a clear and engaging style guide for all Support content to assure the content is accessible and understandable.
Conduct regular reviews of all content to assure accuracy, measure the effectiveness of each resource, and propose improvements to the knowledge base system.
Skills We're Stoked About:
Bachelor's or advanced degree preferred.
3+ years of work experience with increasing responsibility in the field of knowledge management, training, or a related field.
Experience with new tools and techniques to produce and manage knowledge content, including knowledge base systems such as Salesforce, Coveo, and Lithium.
Proven technical writing ability and excellent communication (speaking/listening/writing) skills.
Proactive self-starter who works well independently as well as in a group.
Passionate about incredible customer experiences, hungry to create something new and different, and able to think outside-the-box while staying rooted in core fundamentals.
GoPro Highlights
Fully-stocked kitchen with snacks galore
Live it. Eat it. Love it. Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan (ESPP)
401(K) matching
Discretionary Time Off
12 weeks paid Parental Leave for new parents
Medical, dental, and vision insurance premiums are 100% paid for employees, 80% paid for dependents
Life insurance and disability benefits
Employee commuter shuttles
GoPro is an Equal Opportunity Employer.


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1501 Lincoln Blvd.#1014 Venice, CA. 90291