Customer Support Specialist

About GoPro

GoPro makes 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 Customer Support Specialist role is the highest level of technical and customer support team here at GoPro. This person will act as the quarterback for all support escalations and creation of both external and internal support content. The Customer Support Specialist will be responsible for working cross-functionally with the Training, Operations, QA, Executive Escalations and Community Teams located across the globe. This person will be responsible for identifying process and education gaps; creating and updating content to improve the overall customer experience.

You will be working very closely with our Product Specialists and remote AR specialists across our North America, EMEA & APAC contact centers. You will partner with these teams to provide feedback, escalate issues and collect information on our new products or services.

 How You’ll Make An Impact:

• Deliver amazing customer support to both our internal and external customers located across the globe to drive product use, satisfaction and brand evangelism.
• Be the expert on GoPro Products and proactively seek clarity on areas of confusion to customers.
• Communicate effectively via email, phone and chat to address customer questions and issues.
• Serve as the “voice of the customer”, communicating a nuanced understanding of our customers to our various internal teams.
• Engage in regular and rigorous internal product testing and internal QA cycles.
• Participate in building support resources and processes that improve the Agent and Customer Experience.
• Create compelling written and/or visual knowledgebase content for both our customers and internal audiences.

 Skills We’re Stoked About

• 2-3 years of Customer Support Experience (previous CS or troubleshooting experience in the consumer technology field is preferred)
• Significant experience with Excel and CRM tools including Salesforce.com and the Atlassian suite of products (Jira, Confluence).
• Knowledge of most, if not all GoPro products and services.
• Desktop and mobile knowledge of iOS/Android and MacOS/Windows is required.
• Experience working cross-functionally across technical, operations and marketing teams.

GoPro Highlights

• Fully-stocked kitchen with snacks galore
• 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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