APAC SaaS Support Leader for Enterprise Impact

LinkedIn; Singapore; Hybrid; SGD 180,000 - 240,000; Full time

Job summary

LinkedIn is seeking a Senior Manager of SaaS Support to lead APAC operations, driving strategic initiatives and performance for enterprise customers. You will partner with Sales, Product, Engineering, and GTM Ops to deliver a best-in-class experience and scalable support programs.

You will manage a team of SaaS Support Managers, Leads, and Consultants, owning KPIs, coaching talent, and shaping the future of global support leadership within LinkedIn.

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 or senior ICs.
• 8+ years of experience leading enterprise or B2B SaaS customer support teams.

Responsibilities

• Build, develop and lead a team of SaaS Support Managers, Leads, and Consultants, coaching for growth and quality.
• Set and communicate the long-term vision and operating model for SaaS Support in APAC; align with Global Support strategy.
• Oversee quarterly plans and coordinate with related teams for better collaboration and efficiency.
• Identify gaps and opportunities; develop scalable programs to address them.
• Own outcomes by monitoring KPIs (quality, SLAs, CSAT, adoption, retention) and optimizing performance.
• Oversee capacity planning, hiring, and workforce management to meet evolving needs.

Skills

People management

SaaS leadership

KPIs & SLAs

Executive communication

Team coaching

Education

Bachelor's degree in business/related field

Tools

MS Office

CRM software

Ticketing systems

Job description

LinkedIn is seeking a Senior Manager of SaaS Support to lead APAC operations, driving strategic initiatives and performance for enterprise customers. You will partner with Sales, Product, Engineering, and GTM Ops to deliver a best-in-class experience and scalable support programs.

You will manage a team of SaaS Support Managers, Leads, and Consultants, owning KPIs, coaching talent, and shaping the future of global support leadership within LinkedIn.