Manager, Customer Service

  • Company: LinkedIn
  • Posted: March 10, 2017
  • Reference ID: 2119603452
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world's workforce in ways no other company can. We're much more than a digital resume - we transform lives through innovative products and technology. At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.
As a Manager, Solutions Support you will be responsible for providing leadership and direction to a high performing team of customer support representatives to ensure their success. This role requires someone who is agile yet analytical; thinking tactically and strategically in order to enhance the Member experience across LinkedIn Learning Solutions. You will provide coaching and guidance with regard to the quality of client interactions and daily operations while assessing the resources and needs for your team. You will also implement strategies and plans for the team while adjusting processes to meet overall company objectives as directed by senior management.
Are you an inspiring and authentic leader who knows how to lead and high performing individuals/teams? Are you an excellent communicator and with the ability to take the time to mentor and develop others? If so, this could be just the opportunity you've been looking for!
Primary responsibilities :
  • Provide leadership, inspiration and direction to a team of passionate customer support agents
  • Analyze data trends and develop action plans to manage departmental challenges
  • Be the point of contact on customer support escalations via email, phone, chat or other support channels
  • Field agent's questions and emphasize quality to ensure appropriate member experience
  • Perform daily coaching of team members for productivity and performance
  • Coordinate resolution with appropriate support areas as necessary
  • Collaborate and communicate with multiple levels of management as needed
  • Provide feedback to management regarding necessary changes and updates including policies, upgrades and customer care issues
  • Analyze available metrics, reports and other information to identify trends and needs
  • Meet weekly with Global Customer Operations and cross-functional partners to review escalations, action plans, and dashboard metrics to identify process improvement opportunities
Basic Qualifications :
  • Bachelor's degree or equivalent experience
  • 3+ years of managerial experience in a multi-channel Customer Support environment
Preferred Qualifications :
  • Management experience in the Software as a Service industry
  • Experience managing a large, culturally diverse team
  • Spanish knowledge
  • Deep understanding of customer resource management solutions (particularly Oracle Service Cloud and Salesforce)
  • Experience in project management, customer support or customer communication
  • Excellent communication, teamwork, interpersonal and customer service skills
  • Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
  • Ability to meet or exceed all published performance standards measured monthly, quarterly and yearly
  • Ability to maintain job discretion and handle confidential information
  • Expert knowledge of office productivity tools (Google and Microsoft)

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