GoPro:
Customer Support Manager Job in San Mateo, VT
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San Mateo, VT
Full-time | Customer Service
About the job
Manager, Customer Support
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 Bucharest 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 Manager of Customer Support 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 training programs/tools and customer-facing 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
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.
Own the systems and processes for the overall knowledge base operations, including the interconnectivity of content with other Support channels and tools.
Lead a team of internal product experts and partner with other GoPro teams to create and maintain product specification, use, and troubleshooting content in GoPros knowledge base.
Direct the internal Support Training team to assure that all Customer Support agents are aware of product information and GoPro policies and practices to serve customers.
Conduct regular reviews of all content to assure accuracy, measure the effectiveness of each resource, and propose improvements to the knowledge base system.
Skills Were Stoked About
Proven technical writing ability and excellent communication (speaking/listening/writing) skills.
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, Confluence, Atlassian and Khoros.
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
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan (ESPP)
Pre-tax and Roth 401(k) options
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
LiveHealthy gym reimbursement
Innovative wellness programs and on-site fitness classes
GoPro is an Equal Opportunity Employer.
#LI-SM
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 Bucharest 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 Manager of Customer Support 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 training programs/tools and customer-facing 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
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.
Own the systems and processes for the overall knowledge base operations, including the interconnectivity of content with other Support channels and tools.
Lead a team of internal product experts and partner with other GoPro teams to create and maintain product specification, use, and troubleshooting content in GoPros knowledge base.
Direct the internal Support Training team to assure that all Customer Support agents are aware of product information and GoPro policies and practices to serve customers.
Conduct regular reviews of all content to assure accuracy, measure the effectiveness of each resource, and propose improvements to the knowledge base system.
Skills Were Stoked About
Proven technical writing ability and excellent communication (speaking/listening/writing) skills.
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, Confluence, Atlassian and Khoros.
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
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan (ESPP)
Pre-tax and Roth 401(k) options
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
LiveHealthy gym reimbursement
Innovative wellness programs and on-site fitness classes
GoPro is an Equal Opportunity Employer.
#LI-SM