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.
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.
Job Description
About the Role:
The objective of this role is to protect our member & customer ecosystem, engage and educate customers to optimize LinkedIn solutions through collaboration with our sales organizations, and deliver exceptional customer-focused compliance and support services, restoring trust and enabling members to pursue economic opportunities.
Build and develop strong business relationships with our sales partners and provide effective and customer-centric compliance services. Address license violations by working effectively with sales representatives, customer success partners, direct client contacts, license holders & all internal cross functional partners needed to support case resolution.
The ideal candidate will be able to autonomously carry out an end-to-end process spanning from discovery, to education, to compassionate enforcement and effective stakeholder management.
Responsibilities:
Compliance Case Management & Investigations
- Identify, investigate, and resolve license‑misuse and policy‑violation cases.
- Conduct end‑to‑end case handling: discovery, customer education, documentation, enforcement, and closure.
- Manage internal and external inquiries involving trust, privacy, and security matters, ensuring alignment with LinkedIn’s Privacy Policy and User Agreement.
- Prepare and deliver market‑level reports outlining case trends, risks, and outcomes.
Customer & Sales Partner Engagement
- Partner with Sales, Customer Success, and other internal stakeholders to drive compliant usage and restore customer trust.
- Lead challenging customer conversations with empathy, clarity, and authority via phone, email, and chat.
- Support sales partners by providing compliance insights that enable renewal and upsell opportunities where appropriate.
Data, Reporting & Insights
- Analyze customer usage data, patterns, and case signals to identify misuse, risks, or compliance gaps.
- Provide data‑driven insights to support negotiations, customer engagements, and decision‑making.
- Generate structured compliance reports that support cross‑functional initiatives and executive visibility.
Workflow Optimization & Process Governance
- Identify inefficiencies in case processing, tooling, or workflows and propose actionable improvements.
- Contribute to global PI and Trust operations by documenting processes and supporting change‑management activities.
- Maintain deep knowledge of escalation flows to ensure consistency, accuracy, and timely resolution.
Risk Identification & Trend Management
- Partner with Product, Trust, Legal, and other teams to address high‑impact issues and mitigate future risk.
- Maintain mastery of all Trust and Consumer Support and escalation flows, ensuring process synergy and efficiency between Product Integrity and Trust and Consumer Support flows.
- Effectively recognize trends and optimization opportunities for Product Integrity and Trust and Consumer support flows by performing relevant research, data analysis, and change management activities.
Qualifications
Basic Qualifications:
- 2+ years of experience in B2B customer support, complaint resolution, or account management.
- 2+ years of experience working in a metric-driven environment with multiple communication channels (email, phone, and chat).
- Experience working on Product Integrity or a similar Compliance related discipline.
Preferred Qualifications:
- Advanced problem-solving, strategic, and analytical skills.
- Familiarity with multiple communication channel queue environments.
- Excellent verbal and written communication.
- Competence in navigating complex/difficult conversations, resolving issues, and delivering solutions for escalated client inquiries.
- Effective escalation management - how to de-escalate sales/CSMs/members
- Experience analyzing data, trends, and client information to identify product or service enhancement opportunities.
- Proficiency in Microsoft Office products, including Excel, Word, Outlook, and PowerPoint.
- Querying databases for client information/activity logs, and basic knowledge of SQL .
Key Skills :
- Attention to detail
- Time management
- Data analysis
- Diversity, inclusion, and belonging mindset
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.
