Technology
ExecutiveResponseTeamCaseManager2(Tues-Sat)
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“Executive Response Team Case Manager 2 (Tues-Sat) at LinkedIn. Skills: Case management, Escalation handling, Trust & safety, Compliance. Own and respond to escalated member issues. Provide best member experience”
Industry & Context.
Root cause analysis; Trend identification; Troubleshooting
On call as needed, Tuesday-Saturday schedule, 8:00am-5:00pm CST
What They're Looking For.
Must Have
Minimum 4 years experience in trust & safety, Minimum 4 years experience in executive escalations, Minimum 4 years experience in social media support, Minimum 4 years experience in corporate communications, Minimum 4 years experience in customer experience operations, Bachelor's Degree in Business, Bachelor's Degree in Marketing, Minimum 1 year experience in trust & safety, Minimum 1 year experience in executive escalations, Minimum 1 year experience in social media support, Minimum 1 year experience in corporate communications, Minimum 1 year experience in customer experience operations
What You'll Do.
Own and respond to escalated member issues
Provide best member experience
Support all business groups
Become subject matter expert
Identify gaps within processes
Identify gaps in member experience
Identify inefficiencies
Assess urgency and severity
Identify nuances or trends
Engage with senior partners
Manage end-to-end resolution
Escalate legal and data privacy cases
Execute service recovery initiatives
Apply data privacy laws
Apply security standards
Investigate compliance violations
Escalate compliance violations
Provide actionable insights
Maintain fluency in regulations
Contribute to team knowledge-sharing
Identify improvement opportunities
Recommend targeted improvements
Contribute to design of new playbooks
Contribute to rollout of new strategies
Contribute to rollout of new workflows
Lead small-scale projects
Test and improve escalation handling
Test and improve customer experience
Analyze customer impact
Inform adoption of best practices
Analyze escalation signals
Analyze escalation trends
Distinguish systemic issues
Distinguish one-off issues
Collaborate with team leads
Collaborate with seniors
Collaborate with cross-functional stakeholders
Inform policy changes
Inform process changes
Anticipate emerging risk areas
Connect data from escalations
Connect data from member interactions
Inform preventative strategies
Reduce issue recurrence
Monitor member inquiries
Monitor escalations across social media
Recognize nuanced risks
Recognize emerging sentiment shifts
Maneuver complex interactions
Maneuver sensitive interactions
Ensure responses are empathetic
Ensure responses are solutions-focused
Preserve brand reputation
Surface potential PR risks
Surface potential brand reputation risks
Surface potential compliance risks
Inform appropriate response strategies
Identify recurring issues
Inform improvements to engagement strategies
Manage stakeholder communication
Convey complex case resolutions
Collaborate with cross-functional teams
Support timely resolution
Coordinate with engineering teams
Coordinate with technical teams
Coordinate with product teams
Troubleshoot recurring defects
Identify emerging brand risks
Analyze potential scope
Analyze potential impact
Assist in proactive interventions
How You'll Work.
Team & Collaboration
Cross-functional teams; Senior partners; Trust & Safety; Product; Legal; Policy partners; Team members; Cross-functional stakeholders; Engineering teams; Technical teams; Product teams
Communication Scope
Stakeholder communication
Process & Methodology
Project management, Pilot management
Full Job 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. This role will be based in Omaha, NE. At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. The Executive Response Team Case Manager 2 will work as a central point of contact to own and respond to escalated member issues via phone and e-mail. They will ensure we are providing the absolute best member experience for our internal and external members/customers. This person will support all business groups within Global Support Organization and become a subject matter expert in these areas. They will be called upon to identify gaps within processes, member experience, and inefficiencies. This role will be working a 40-hour work week, Tuesday-Saturday from 8:00am-5:00pm CST. The role will also be on call as needed. Responsibilities Case Management & Triage * Serves as an escalation contact, assessing urgency and severity using a structured case severity matrix and identifying nuances or trends beyond the immediate case. * Triages cases, routing to and engaging with multiple senior partners (e.g., Executive Escalations & Engagement seniors & leads, Trust & Safety, Product, or Legal) to inform outcomes and resolutions. * Manages end-to-end resolution for modera
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