LinkedIn's Customer Support Community Manager Talks International Communities
To continue our CMAD celebration, we reached out to LinkedIn Customer Support Community Manager Derek Homann. With an international user base, we wanted to see how LinkedIn's customer service team was able to stay connected with its online community around the clock. Derek decided to walk us through 24 hours in his shoes.
When most people think of a Community Manager’s role, they first think about the Marketing/PR/Brand Awareness piece of the job but more and more companies are putting an increased amount of effort behind their social customer support responsibilities, as well.
At LinkedIn, we have built out a small team specifically in place to educate and manage customer issues over social. With a user base of over 259 million members, handling all of the requests that come in can get a bit hectic.
Here’s what a typical day involves when you manage an international social support team.
7:00 AM: Wake up and check my email on my phone and see if any issues popped up overnight.
8:30 AM: Get into the office and check in with the team to get a brief summary of what’s happening on our social channels.
9 AM: Check email and respond to any messages that need my response.
10:30 AM: Customer support managers meeting- give updates for social on stats and what we are working on.
11:30 AM: Jump into our SRP to make sure our accounts are caught up. Sometimes we have the team get together on Google Hangouts to chat about issues and just do a little virtual team building since we are distributed across 3 sites.
12:00 PM: Go down to our café and grab a plate of food and come back to my desk to read industry articles while I eat.
1:00 PM: Have a 1:1 with one of my employees and go over the progress on their goals.
2:00 PM: Pop back into our social monitoring software to check on the status of all of our social accounts and respond to any issues as necessary.
2:30 PM: Put together a weekly report of our social support activity and help forums and send to key stakeholders.
3:30 PM: Jump into a panel interview because we’re always looking for new talent.
4:30 PM: Take a peek at our Help forums and moderate and/or respond to any questions that need our attention
5:00 PM: Jump back into social monitoring platform and do one last status check.
5:30 PM: Touch base with our team in our Sunnyvale office so they know where our team left off before heading out of the office.
7:00 PM: Quick check of email.
10 PM: Check social accounts and help forums and burning issues before officially signing off for the night.
As you can imagine, monitoring our social channels 24 hours a day can be a bit challenging, which is why we have team members distributed across multiple time zones. This does allow us to get some sleep as individuals, even though the internet never does.
Derek, it sounds like your team has a great system in place to keep LinkedIn users happy. Thanks for sharing your community management story with us!