Member and Customer Success (MCS) is a global organization providing customer and technical support to LinkedIn’s free members, subscribers, and enterprise customers around the world. Our support representatives operate in 20+ languages and are based across the US, EMEA, and APAC regions.

The Executive Escalation Case Manager II serves as a central point of contact for managing and responding to high-priority, escalated member and customer issues via phone and email. This individual will play a critical role in delivering best-in-class service, supporting all business groups within MCS, and becoming a subject matter expert in key areas. They will proactively identify process gaps, enhance the member experience, and drive efficiency across the organization.

Key Responsibilities

• Embody LinkedIn’s culture and values in every interaction.
• Leverage tools and resources to detect product/process anomalies and root causes of escalations.
• Apply a project management approach to drive end-to-end resolution and positive outcomes for members and customers.
• Develop deep knowledge of top issue drivers affecting Executive Escalations and provide informed support.
• Collaborate with stakeholders to drive change that improves the member/customer experience.
• Resolve complex, sensitive, and emotional escalations independently with minimal guidance.
• Identify and communicate process defects impacting performance to the appropriate teams.
• Apply root cause analysis techniques to escalate signals and breakpoints to relevant partners.
• Execute effective de-escalation strategies for highly emotional member interactions.
• Use data insights to influence improvements within the regional and global teams.
• Follow established processes and policies to deliver consistent, high-quality case resolution.
• Contribute to small-scale team projects and operational initiatives.
• Build and maintain trust-based relationships with stakeholders through value-driven communication.
• Work cross-functionally to support training and alignment across all GCO teams.
• Craft high-quality, concise case follow-ups for internal stakeholders, detailing issue, impact, and resolution.
• Actively engage in team meetings and operational reviews, driving improvements and innovation.

Qualifications Basic Qualifications

• 2+ years of experience managing escalated service issues or customer incidents.
• 2+ years of experience in customer support across multiple communication channels (email, chat, phone).
• 2+ years of written and verbal communication experience with senior stakeholders and C-level executives.
• Fluent in English.

Preferred Qualifications

• Strong knowledge of LinkedIn products and ecosystem.
• Highly organized with the ability to work independently and manage competing priorities.
• Effective time management skills for handling escalations and concurrent projects.
• Proven ability to apply critical thinking and analyze data to identify solutions.
• Strong decision-making ability aligned with LinkedIn’s culture and values.
• Demonstrated leadership capabilities.
• Experience using Salesforce or Oracle Service Cloud.
• Advanced proficiency with Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Knowledge of emerging AI trends and enthusiasm for promoting adoption to enhance team capabilities.
• 2+ years of experience within LinkedIn Support.

Suggested Skills

• Customer Experience
• Customer Support & Satisfaction
• Leadership & Influence
• Troubleshooting & Problem Solving
• Time Management

Additional Information Global Data Privacy Notice for Job Candidates Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: https://legal.linkedin.com/candidate-portal.