Executive Escalations Case Manager

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.  

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.