Agent Readiness Manager

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 3 days ago

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 Agent Readiness Manager will drive customer support improvements by leading a team of content creation and subject matter experts as well as our Community and Social Support Team. This individual will work cross-functionally coordinating workloads and setting timelines for both large and small scale projects. Using both new and existing data, the Agent Readiness Manager will perform gap and needs analysis to identify areas of focus within Support. They will manage a diverse group of individuals and broad scope of specialties based both in San Mateo and Manila. The ideal candidate will be an advocate for both the customer and the agent. Must have a customer support background and experience.
Responsibilities
Drive a team of Agent Readiness Specialists to create outstanding content, processes, and customer resolutions
Understand qualitative and quantitative data to identify needs and collect Support trends
Partner with Product Specialist team to ensure product details and support parameters meet the needs of key stakeholders
Develop internal processes and project plans to organize workload and execute on key deliverables that impact the global network
Work as both champion and filter for new and ongoing support issues/trends; be an escalation point for challenging customer and agent issues
Host a strong knowledge of GoPro product lines and deep understanding of customer support practices and resolutions
Build and develop a team of experts who consistently improve the customer and agent experience
Assist with both internal and external product and site launches, coordinating your team's support of existing and new agent populations
Manage and review the content output of the Agent Readiness and Community/Social teams to ensure articles and resolutions are up to date and accurate
Skills Were Stoked About
Strong organizational and project management skills
Excellent communicator, ability to speak to multiple levels and audiences
4+ years of experience managing and coaching a diverse team
Experience with Salesforce, Lithium, Netsuite and Confluence is a big plus
A passion for customer support and resolving issues that balance the customer and business needs
A firm understanding of multi-channel support environments and nuances of delivering information across a global landscape
A hunger for innovation and iteration of processes and policies
Ability to form strong relationships with both internal, external and vendor teams
5+ years in customer support environment
GoPro Highlights
Fully-stocked kitchens with snacks galore
Named Top 5 Healthiest Employers of the Bay Area three years in a row
Recognized on the Healthiest 100 Workplaces in America list
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.