Social Support Manager

The Social Support Team Manager leads a global team of Social Media Support Specialists dedicated to supporting LinkedIn members and corporate customers. This role requires flexibility in working hours to accommodate a global team and provide on-call support for weekend escalations. The Social Support team’s primary focus is to assist customers across various channels and support areas, requiring a broad understanding of LinkedIn products and processes. Alongside addressing customer inquiries, the team plays a key role in identifying opportunities to enhance processes, policies, and tool efficiencies. 

The Manager is responsible for offering direction and coaching to ensure the team’s success against performance goals and KPIs. With a focus on high-quality interactions in the public domain, the Manager will lead daily operations, provide support during escalations, and assess staffing needs to meet targets. Additionally, this role is instrumental in refining strategies, processes, and tools to align with corporate objectives and maintain continuous growth and efficiency. 

Responsibilities: 

• Lead a team of Social Support Specialists responding to inquiries via email, Facebook, Twitter, and discussion boards, ensuring high standards of customer satisfaction. 

• Support a global, flexible work environment, remaining on-call for weekend escalations as needed to ensure continuous support. 

• Provide agile and efficient escalation management for high-visibility issues, ensuring swift, effective resolutions. 

• Collaborate with leadership to improve processes, policies, and tools, enhancing the customer experience. 

• Manage the full escalation process for GCO, monitoring member escalations and reporting on trends, training needs, and frequency. 

• Identify product improvement opportunities to boost the customer experience, guiding proactive communications to customers. 

• Build cross-functional partnerships with teams like Corp Comms, Brand/Social Marketing, Global Support leadership, and Engineering and Product. 

• Hold regular one-on-one meetings with team members to discuss performance goals, complete quarterly reviews, and provide ongoing feedback. 

• Focus on continuous skill development for Customer Support representatives, emphasizing communication excellence and core business knowledge. 

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 interests within the LinkedIn organization. 
• Team player with demonstrated ability to execute across a cross-functional team. 
• Ability to work independently. 
• Strong knowledge of PC-based internet and software applications. 
• Knowledge of external systems and software (The Internet, Microsoft Office – Outlook, Word, Excel). 
• Ability to communicate effectively via telephone by utilizing active listening, soft skills, and clearly speaking to the customer. 
• Ability to communicate effectively via email transmission by utilizing soft skills, proper grammar, and punctuation skills. 
• Well-developed sense of urgency and follow-through. 
• Ability to develop and maintain professional working relationships with co-workers and peers 

Suggested Skills:

• Communication
• Stakeholder presence 
• Detail Orientated 

LinkedIn is committed to fair and equitable compensation practices.   

The pay range for this role is $67,000-$109,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.   

The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits. 

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information:  https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

 https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf  for more information.

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• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

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