Trust and Consumer Support Consultant

TCS Consultant 2

Company 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.

Job Description

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. 

About the Role: The Trust and Consumer Support Consultant role is focused on fostering a safe, reliable, and member-centric environment on the LinkedIn platform. This position involves investigating and resolving member inquiries related to trust, privacy, and security incidents in line with LinkedIn’s Privacy Policy and User Agreement. A key objective of the role is to identify and mitigate fraudulent activities and potential policy violations through detailed research, advanced decision-making skills, and the use of data and tools to uphold platform integrity. 

The role seeks to balance thoroughness with efficiency, ensuring swift and effective resolutions that restore trust and loyalty with members and stakeholders. Collaboration with internal partners, such as Sales and Customer Success teams, is integral to resolving issues and ensuring seamless member experiences. 

The position requires a commitment to diversity, inclusion, and belonging, alongside the ability to proactively identify risks and drive operational improvements. By responding with discretion and urgency, consultants enable members to engage confidently on the platform, pursue economic opportunities, and safeguard LinkedIn’s trusted environment 

Responsibilities:  

• Conduct thorough investigations to address internal and external customer inquiries related to trust, privacy, and security incidents, ensuring they comply with LinkedIn's Privacy Policy and User Agreement. 
• Provide swift solutions for member and customer issues, balancing meticulous research with efficient resolution to restore trust and loyalty. 
• Communicate effectively with members, employees, and stakeholders through multiple channels, including email, chat, and phone, ensuring a high standard of service. 
• Collaborate with internal teams such as Sales and Customer Success to provide direct support and guidance in assisting their customers while identifying and addressing service-related concerns. 
• Demonstrate an unwavering commitment to upholding values of diversity, inclusion, and belonging in all interactions with members, stakeholders, and coworkers. 
• Exercise discretion and maintain a high level of urgency in resolving issues that impact trust, reputation, and user satisfaction, always prioritizing member-centric outcomes. 
• Monitor and enhance workflows by assessing inefficiencies, recommending improvements, and implementing changes to optimize operational productivity. 
• Actively participate in cross-functional projects to identify potential risks, recommend solutions, and safeguard the company's goals and interests. 
• Analyze data and utilize advanced decision-making techniques to identify and mitigate fraudulent activities and Terms of Service violations, ensuring a safe and trusted platform for members. 

Qualifications

Basic Qualifications: 

• Proven expertise in dealing directly with members/customers through email or chat, including handling difficult conversations. 
• 2+ years of working in customer support, trust & safety or complaint resolution 
• 2+ years of working in a metric-driven environment  

 

Preferred Qualifications: 

• Familiarity with multiple communication channel queue environments. 
• Excellent verbal and written communication. 
• Proficiency in Microsoft Office products, including Excel, Word, Outlook, and PowerPoint. 
• Competence in navigating complex conversations, resolving issues, and delivering solutions for escalated client inquiries. 
• Experience analyzing data, trends, and client information to identify product or service enhancement opportunities. 
• Advanced problem-solving, strategic, and analytical skills 

Suggested skills 

• Customer Support & Escalation Handling
• Data-Driven Problem Solving & Complaint Resolution
• Strong Communication & Microsoft Office Skills

 

This role will be performed in a hybrid model, combining work-from-home and on-site presence at a LinkedIn office, as required by business needs. This role requires schedule flexibility, including availability for weekend shifts and non-standard working hours (early morning or late evening) to support business and operational needs. The ideal candidate should be prepared to work extended or non-traditional hours aligned with business needs, including responding to emergency situations. 

Additional Information

India Disability Policy 

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.

Experience Level

Entry Level