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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.
LinkedIn is searching for a talented and passionate leader to lead our APAC-based SaaS Support team, focused on helping our strategic customers realize value from LinkedIn SalesSolutions and Talent Solutions products and resolving their most complex support needs. The successful candidate will have refined leadership and people‑management skills, strong operational focus, and the ability to create and drive a long‑term vision for enterprise customer support.
As a Senior Manager of SaaS Support, you implement strategy by maximizing available resources, aligning your organization’s plans and priorities to LinkedIn’s long‑term strategic objectives, and prioritizing cross‑team opportunities that support quarterly and yearly goals. You will provide leadership and direction to a team of SaaS Support Managers, Leads, and Consultants, own performance against KPIs, and partner closely with cross‑functional teams (Support, Sales, Product, Engineering, GTM Ops) to deliver a best‑in‑class experience for assigned customers. You will be accountable for transforming the performance, engagement, and wellness of your organization, ensuring that team members understand how their work contributes to LinkedIn’s strategy and vision. Additionally, you will operate in a regional leadersehip role, representing Global Support Leadership in day-to-day decisions, influence, and site environment.
Responsibilities
- Build, develop and lead a team of SaaS Support Managers, Leads, and Consultants, providing coaching and feedback to drive growth, productivity, and quality.
- Set and communicate the long‑term vision, strategy, and operating model for SaaS Support in APAC and contribute to the Global Support strategy.
- Oversee execution and coordination of teams’ quarterly plans, aligning plans and priorities across related teams for enhanced collaboration and operational efficiency.
- Proactively identify gaps, opportunities, and wins through observation, coaching, and data; develop scalable programs and processes to address them.
- Own operational and customer outcomes by monitoring and improving performance against KPIs (quality, SLAs, CSAT, efficiency, adoption, and retention).
- Oversee capacity planning, hiring, and workforce management to ensure coverage and capabilities that meet evolving business and customer needs.
- Hold yourself and your direct reports accountable for achieving results by setting clear expectations, assigning ownership, and taking responsibility for performance outcomes.
- Role‑model mastery of core support, operational, and SaaS capabilities (e.g., KPI management, escalation handling, process improvement, and executive‑level communication) and coach others to build these skills.
- Apply your expertise in complex and ambiguous situations, demonstrating sound judgment and the ability to weigh options and reach optimal solutions for customers and the business.
- Manage internal and external escalations from customers, business partners, and within the team, ensuring timely, high‑quality resolution and clear communication.
- Communicate clearly and concisely with employees and internal partners, tailoring communication to diverse audiences and ensuring alignment on priorities and changes.
- Create energy and engagement by facilitating a culture of innovation, continuous improvement, and inclusion within SaaS Support.
- Develop, nurture, and sustain strong internal and customer relationships through trust, authenticity, and shared accountability, and champion adherence to LinkedIn policies, procedures, and quality standards.
- Ensure team members and leaders have the information, tools, and enablement they need to perform their roles effectively.
- Ensure tight coordination with global peers, Sales, Customer Success, Product, and other Support teams to drive best practices and provide a seamless experience for our largest and most strategic customers.
- Complete quarterly and annual reviews for all direct reports and provide feedback to other teammates as needed.
- Complete other projects and tasks as assigned.
Qualifications
Basic Qualifications:
- 10+ years of experience in customer support, customer operations, customer success, sales ops, or technical operations
- 5+ years of people‑management experience leading teams, including leaders and/or senior individual contributors
- 8+ years of experience leading enterprise or B2B customer support teams in SaaS
Preferred Qualifications:
- Bachelor’s degree in either business, economics, finance, communications, or similar field, OR related practical experience
- Experience with customer communication channels (email, inbound/outbound phone, chat, and/or in‑product support).
- Experience monitoring, driving, and coaching to KPIs in a queue‑based environment, consistently delivering to workforce management needs.
- Demonstrated experience using data and operational metrics to drive decisions, improve processes, and manage performance.
- Strong collaboration experience with Sales, Customer Success, Product, and Engineering teams to improve customer experience and drive product adoption and retention.
- Expert knowledge of MS Office (Outlook, Word, PowerPoint, and Excel); familiarity with CRM, ticketing, and reporting tools.
- Excellent communication, follow‑up, interpersonal, and customer‑service skills, including experience communicating with senior stakeholders.
- Ability to use creative solutions to drive initiatives across a global, matrixed team.
- Ability to make discretionary decisions based on appropriate research and input from key stakeholders.
- Ability to effectively manage time, prioritize tasks, and work within deadlines with limited supervision.
- Ability to work in a fast‑paced environment and lead teams through change.
Suggested Skills:
- Operating Model Design
- Change Management Leadership
- Cross‑Functional Influence
- People Leadership
- Analytical and Data-driven Mindset
Additional Information
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.
