Product Support Specialist (SaaS)


Job Description / Skills Required

GoPro requires that all onsite visitors and workers be fully vaccinated for COVID-19. Vaccination is not required to perform this role, but you will not be permitted to visit GoPro’s office locations if you are unvaccinated. An exception to this rule may be made if you qualify for an approved accommodation. 

The Role

The Product Support Specialist (SaaS) will act as the SME for all eCommerce, subscription and Quik (mobile app) related activities within support. The Specialist will work cross-functionally with the Training, Knowledgebase and Operations teams and will be the primary liaison between Customer Support and Product Development. They will develop and design technical content for support articles, community posts, and training curriculum. The ideal candidate will be customer centric with strong interpersonal and communication skills.  Must have the ability to translate complex resolutions and processes into simple, easy to follow content and trainings.

What You Will Do

  • Partner with various teams to communicate support parameters and integrate process into current customer support flow
  • Create understandable and engaging support content via multiple communication channels (knowledgebase articles, training, etc.)
  • Be an escalation point and provide guidance on eCommerce, Subscription, and Mobile App procedures for Customer Support globally
  • Monitor case data to identify new emerging issues to escalate for resolution
  • Identify opportunities within Customer Support processes and recommend efficiencies/ process changes that improve the customer experience
  • Lead cross-functional meetings presenting Voice of the Customer data and insights to help drive product enhancements and feature requests
  • Be the point of contact for eCommerce issues on the sales side of website; communicating issues, promotions, or A/B testing to the broader agent population
  • Help establish internal and cross-functional processes to drive the reduction of customer contacts and agent effort

 Skills We’re Excited About

  • Strong verbal and written communications skills
  • Experience handling escalated Customer Support issues
  • Experience supporting a SaaS product
  • Ability to translate complex information into simple languages and procedures
  • A passion for customer experience and solving issues that balance the customer and business needs
  • Ability to work under ambiguity and creatively solve issues quickly
  • Ability to execute on goals both independently and in a group
  • Experience with triaging subscription related issues and questions

Bonus Points For

  • Experience using data to make product or process recommendations
  • Experience in a remote position
  • Experience presenting to Senior/Executive Management
  • Experience using Salesforce, NetSuite, and Zuora

GoPro Highlights

  • Get your very own GoPro camera + gear
  • Medical, dental, and vision insurance – premiums are 100% paid for employees, 80% paid for dependents
  • Life insurance and disability benefits
  • Generous time off policy
  • 12 weeks paid parental leave for new parents
  • Pre-tax and Roth 401(k) options
  • Discounted employee stock purchase plan (ESPP)
  • LiveHealthy monthly wellness reimbursement
  • Innovative remote-friendly wellness classes and events
  • Flexible work arrangements
  • Professional + personal development opportunities, i.e. LinkedIn Learning
  • Opportunities to get involved in the causes that you care about (annual camera donation + volunteer events)

We strive for the day that no group can be described as underrepresented at GoPro – whether as part of our brand or in our workforce. We are committed to providing a more inclusive, representative, equal, just and happy world. GoPro is proud to be an Equal Opportunity Employer.

The ranges added below are for Colorado-based hires only and will be dependent on candidate experience. Pay ranges for candidates in other locations other than CO may differ. Pay range: $54,400-$64,000.