Trust and Consumer Support Consultant

About the Role

This position sits within LinkedIn’s Trust and Consumer Support function and focuses on maintaining a secure, dependable, and member-first experience on the platform. The consultant investigates and resolves questions and incidents involving trust, privacy, and security while working within LinkedIn’s Privacy Policy and User Agreement. The role is also responsible for spotting suspicious activity and possible policy breaches through careful research, sound judgment, and the use of data and internal tools to protect platform integrity.

The work calls for a balance of speed and accuracy, with the goal of resolving issues quickly enough to rebuild member confidence while still being thorough. Close coordination with internal groups such as Sales and Customer Success is an important part of the job, helping ensure smooth support for members and stakeholders. The role also calls for a strong commitment to inclusion, proactive risk awareness, and process improvement, all while handling issues with discretion and urgency.

Work Model

This role follows a hybrid arrangement, with work split between home and a LinkedIn office on selected days based on team and business requirements. It also requires flexibility for weekend shifts, early-morning or late-evening hours, extended schedules, and response to urgent situations when needed.

Responsibilities

• Investigate member and customer concerns linked to trust, privacy, and security, making sure actions remain aligned with LinkedIn’s policy and user terms.
• Resolve issues promptly while still carrying out careful research and analysis to protect member trust and loyalty.
• Communicate with members, employees, and other stakeholders through email, chat, and phone with a consistently high service standard.
• Work alongside Sales and Customer Success teams to guide them in supporting their customers and addressing service-related concerns.
• Apply a strong commitment to diversity, inclusion, and belonging in everyday interactions with members, colleagues, and stakeholders.
• Use discretion and respond with urgency to matters that may affect trust, reputation, or user satisfaction.
• Review workflows to identify bottlenecks or inefficiencies and recommend practical improvements that increase productivity.
• Contribute to cross-functional initiatives by identifying risks, suggesting solutions, and helping protect business goals.
• Examine data and use structured decision-making to detect fraud, misuse, and Terms of Service violations.

Requirements

• Hands-on experience supporting members or customers directly through email or chat, including handling difficult or sensitive conversations.
• At least 2 years of experience in customer support, trust and safety, or complaint resolution.
• At least 2 years of experience working in a metrics-focused environment.
• Comfort working in a multi-queue environment across different communication channels.
• Strong verbal and written communication skills.
• Good working knowledge of Microsoft Office tools such as Excel, Word, Outlook, and PowerPoint.
• Ability to manage complex conversations, resolve escalations, and deliver clear solutions for difficult inquiries.
• Experience using data, trends, and customer information to spot product or service improvement opportunities.
• Advanced problem-solving, strategic thinking, and analytical ability.
• Availability for hybrid work and flexible schedules, including weekend, early, late, and extended hours when business needs require it.

Additional Information

LinkedIn describes itself as the world’s largest professional network, built to create economic opportunity for every member of the global workforce. The company emphasizes helping people build connections, discover opportunities, develop skills, and gain insights, while also investing in employee growth.

The workplace culture is described as one built on trust, care, inclusion, and fun, with an emphasis on enabling everyone to succeed.

Equal Opportunity and Privacy

LinkedIn states that it is an equal employment opportunity employer and considers applicants with disabilities. It also provides a candidate portal for information related to personal data handling, compliance notices, E-Verify participation, and right-to-work posters.

Working Schedule

The role requires flexibility beyond standard office hours, including weekend duty, non-standard shifts such as early morning or late evening, and readiness to support emergency situations when needed.