Social Support Specialist 2 (French speaking 11 month FTC role)

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.

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.

The Social Support Specialist time will be divided between performing various acts of Customer Support via non-traditional channels (i.e., Blog, X, Community forums, various 3rd party sites), monitoring and reporting various activities related to the brand that are occurring on 3rd party websites and working on team or individual projects in order to improve member or business process/experience. There will also be the need to work closely with various stakeholders to ensure we maintain the LI brand and voice. We aim to grow and maintain a trusted community of connected members who feel empowered, educated, and engaged. We meet our members where they are, acting swiftly, anticipating their needs and ensuring they feel heard, understood, and empowered on their unique journeys. 

The ideal candidate will have expertise in using various social media outlets to enhance the customer experience. 

Responsibilities: 

• Manage service requests, customer inquiries, and escalations via X, Facebook, Instagram, and LinkedIn.  

• Emphasis on driving high customer satisfaction and resolution while displaying empathy to our members/customers. 

• Accurately record LinkedIn related user activity on 3rd party sites using internal tools. 

• Ensure maximum customer satisfaction by ensuring interactions with users are precise, timely and on brand in response to their inquiries. 

• Identify product opportunities to improve the customer experience and assist staff in preparing and delivering proactive messages to the customer as appropriate. 

• Leverage best practices and understand new trends within the marketplace. 

• Escalate site problems and customer issues when appropriate, log bugs and troubleshoot  

• technical problems. 

• Effectively manage individual workload (pilots or operational) to maximize time spent on core responsibilities to drive results. 

• Collaborate with the Customer Operations and PR team to determine the best practices and procedures for various support activities. 

• Research and resolve inquiries verbally, in writing, and on-line. 

• Provided feedback to management regarding necessary changes and updates, including upgrades, functionality and customer care issues. 

• Responsible for attending ongoing training and developing knowledge in all areas of the department as well as industry knowledge relating to social networking, customer support, and reporting tools. 

• Escalate unresolved issues as required; maintain ownership of issues through resolution.  Strong work ethic and ability to work with minimal supervision. 

• Internet & tech savvy, understand the players in this space. 

• Expected to make decisions in accordance with predetermined guidelines as determined by the Customer Operations management team and if no guidelines have been established, make independent decisions and provide recommendations. 

• Required to work on process improvements and ability to manage projects to improve the team or member experience. 

Basic Qualifications:  

• 2+ years of experience in customer service or account management supporting a product/solution utilizing multiple communication channels (email, chat and phone) 

• Experience using CRMs and the ability to switch between systems and internal tools 

• Fluency in English and in French 

Preferred Qualifications: 

• Solid knowledge of social media, best practices and various web tools. 

• Strong member/customer focus with the desire to help and put members/customers first. Ability to empathize and relate to is key to this role. 

• Experience in analyzing data, trends and client information to identify product or service growth opportunities. 

• Ability to learn, retain and apply large amounts of product, procedure, policy and system information and quickly adopt process changes. 

• Direct experience in working in an internet company in a Community support or social support role and experience supporting customers on a Company blog, X, and various other 3rd party websites. 

• Excellent communicator, exceptional written and verbal communication experience and skills using a range of established communication methods with the ability to create and present information to groups large and small that is clear and concise and adds value. 

• Detail oriented with capacity to organize and prioritize multiple tasks simultaneously. 

• Adept at creating and encouraging an environment that fosters open, honest communication and transparency. 

• Proficient at determining and acting upon appropriate levels of detail and sense of urgency needed for situations or concerns identified first or third-party. 

• Team player with demonstrated capability to manage up, down and sideways across multiple teams. 

• Ability to self motivate and to manage projects whether as the project lead or member  

• Well-developed capacity to embrace change and Innate ability to build authentic professional relationships that encourage trust, partnership and collaboration. 

• Prioritize activities according to importance and urgency, leading to effective time management.  Influences and shares best practices around our tool and systems for greater efficiency to drive team and business success.   

• Suggested Skills
• Communication skills
• Stakeholder Engagement
• Project Management

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