Manager, Customer Specialist

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.      

The Social Support Team Manager leads a team of Social Media Support Specialists dedicated to supporting LinkedIn individual members and corporate customers. This team’s primary focus is to support all customer operation areas via social media, requiring a deep understanding of a broad range of products and process knowledge. This team not only addresses customer inquiries across various MCS support areas but also identifies opportunities to refine and improve existing processes, policies, and tool efficiencies. 

This team is critical to member success and cultivating customer delight, especially in handling escalations and crisis communications. The Manager is responsible for providing leadership and direction to ensure the team’s success, as measured against performance goals and KPI’s. The Manager will offer coaching and guidance regarding the quality of client interactions as this role is in the public domain, daily operational success, and assess resource and staffing needs to provide and hit targets. 

Additionally, the Manager will be responsible for implementing strategies and plans for the team, while adjusting processes to align with overall corporate objectives. Participation in staff development and operational planning will also be required to ensure continuous growth and efficiency. 

Responsibilities: 

• Develop and lead a team of Social Support Specialists responding to inquiries from LinkedIn clients through emails, Facebook posts, tweets, and discussion boards. 

• Ensure maximum customer satisfaction by ensuring staff is properly trained on LinkedIn policies and processes. 

• Be prepared to be agile and handle escalations regarding hot button issues effectively and efficiently. 

• Work with the Leadership team to improve processes, policies, and tools to ensure the entire customer experience is exceptional. 

• Manage the end-to-end escalation process for GCO, ensuring proper handling of member escalations and reporting on frequency, training opportunities, and trends. 

• Identify product opportunities to improve the customer experience and assist staff in preparing and delivering proactive messages to customers. Collaborate with peer managers to leverage best practices and understand new trends within the marketplace. 

• Act as a cross-functional partner with all teams, including Corp Comms, Brand/Social Marketing, Global Support leadership, and Engineering and Product. 

• Lead effectively by meeting regularly with direct reports on performance goals and ensuring that quarterly progress reviews are completed with each employee under management. 

• Provide coaching and support to Customer Support representatives with an emphasis on quality. 

• Ensure that skill development and reinforcement occur to build excellent communication skills and core business knowledge for optimum customer experience. 

Qualifications

Basic Qualifications: 

• BS/BA degree in Business, Communications, Marketing, or a related field 

• 5+ years of experience in one or more of the following areas: Customer Support, Marketing, Social Media, or Account Management.  

• 3+ years of management experience 

Preferred Qualifications: 

• Experience in leading a team of individuals to meet assigned customer satisfaction and performance targets. 

• Direct experience in utilizing analytical skills to identify critical trends and results. 

• Demonstrated project and relationship management skills. Results-oriented to meet and exceed assigned financial and customer satisfaction goals. 

• Excellent internal and external communication skills. Must be quality and detail-oriented yet understand the level of detail appropriate for the situation. 

• Truly understand customer needs and serve as an advocate for the customer’s int