This role is a Fixed Term Contract, based in Dublin

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 them.

We are looking for a Senior LSS Consultant to provide leadership and direction to the operations of our business while delivering an excellent experience for our customers. In this role, you will solve complex customer issues that require in-depth data analysis and/or knowledge, manage and analyse operational data to increase efficiency, help drive change across the business, conduct training and perform Quality audits and coaching sessions for the LSS Global Support team to help build their knowledge of the processes and policies. The Senior role will also require tight collaboration with a wide range of LinkedIn teams locally and, where applicable globally to analyse and solve issues together.
 

Responsibilities: 

• Handle inquiries of the LSS Support queue, supporting offline and online customers 

• Work in the queue subject to business need 

• Ensure deliverables are met as per defined targets and SLAs for both Strategic and nonstrategic clients 

• Deliver onboarding and upskilling trainings to new hires and tenured reps

• Act as initial escalation point of contact and effectively resolve complex issues 

• Proactively engage with customers who wish to have their issue escalated using a consultative approach 

• Act as the change ambassador for the team. Embrace business change and enhancements to operational effectiveness, design, process, and/or technology and support peers where required.  Raise concerns with changes in a constructive manner and offer potential solutions 

• Conduct Quality audits for cases solved by team members. Work with Supervisor / Manager to ensure that effective coaching is delivered for Quality improvement within the team 

• Analyze performance trends and report areas of focus as SME to enhance team performance. Continuous improvement of team metrics

• Maintain expert knowledge of products, processes & tools. Take full ownership of continuously developing expertise and share it with other team members to build their knowledge

• Partner with International counterparts ensuring that efficient processes aligned globally are being followed 

• Complete InterviewIn training and participate in recruitment for the team when required by conducting interviews to identify suitable candidates according to LI's culture & values 

• Model LinkedIn’s culture and values and actively participate in developing a healthy team culture & promote LinkedIn values

• Cross functional and Cross Regional Relationship building, manage partners in peer support teams as well as different timezones and different roles 

Basic Qualifications: 

• 3+ years of relevant experience dealing with customer-facing support ticket/chat queues 

• 2+ years experience with Sales Navigator and Enterprise CRMs

Preferred Qualifications: 

• Basic proficiency in excel  

• Intermediate presentation skills

• Demonstrable experience of delivering successful results either operationally or through Project work 

• Self-motivated team player who can work independently on various projects with cross-functional teams 

• Attention to detail and the ability to prioritize and resolve time sensitive issues with a high degree of precision 

• Strong interpersonal skills, including the ability to communicate effectively in English, verbally and in writing 

• Possesses drive and initiative to embrace opportunities in enhancing knowledge and skills
  
  Suggested Skills

• Proactive and Autonomous

• Data Analysis 

• Stakeholder Engagement

• Project Management

 

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