Executive Escalations Case Manager

LinkedIn; Singapore; Hybrid; SGD 80,000 - 100,000; Full time

Job summary

A leading networking platform located in Singapore is searching for an Executive Escalation Case Manager II to manage high-priority customer issues. This role involves resolving complex escalations, collaborating with various teams, and leveraging data insights. The ideal candidate should have over 2 years of experience in customer support and managing escalated issues, with a strong ability to communicate effectively with senior stakeholders. A hybrid work arrangement is offered.

Qualifications

• 2+ years of experience managing escalated service issues or customer incidents.
• 2+ years of experience in customer support across multiple communication channels.
• 2+ years of written and verbal communication experience with senior stakeholders.

Responsibilities

• Embody LinkedIn’s culture and values in every interaction.
• Resolve complex escalations independently with minimal guidance.
• Collaborate with stakeholders to enhance the member/customer experience.

Skills

Customer Experience

Customer Support & Satisfaction

Leadership & Influence

Troubleshooting & Problem Solving

Time Management

Tools

Salesforce

Oracle Service Cloud

Microsoft Office

Job 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.

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.

Member and Customer Success (MCS) is a global organization providing customer and technical support to LinkedIn’s free members, subscribers, and enterprise customers around the world. Our support representatives operate in 20+ languages and are based across the US, EMEA, and APAC regions.

The Executive Escalation Case Manager II serves as a central point of contact for managing and responding to high-priority, escalated member and customer issues via phone and email. This individual will play a critical role in delivering best-in-class service, supporting all business groups within MCS, and becoming a subject matter expert in key areas. They will proactively identify process gaps, enhance the member experience, and drive efficiency across the organization.

Key Responsibilities

• Embody LinkedIn’s culture and values in every interaction.
• Leverage tools and resources to detect product/process anomalies and root causes of escalations.
• Apply a project management approach to drive end-to-end resolution and positive outcomes for members and customers.
• Develop deep knowledge of top issue drivers affecting Executive Escalations and provide informed support.
• Collaborate with stakeholders to drive change that improves the member/customer experience.
• Resolve complex, sensitive, and emotional escalations independently with minimal guidance.
• Identify and communicate process defects impacting performance to the appropriate teams.
• Apply root cause analysis techniques to escalate signals and breakpoints to relevant partners.
• Execute effective de-escalation strategies for highly emotional member interactions.
• Use data insights to influence improvements within the regional and global teams.
• Follow established processes and policies to deliver consistent, high-quality case resolution.
• Contribute to small-scale team projects and operational initiatives.
• Build and maintain trust-based relationships with stakeholders through value-driven communication.
• Work cross-functionally to support training and alignment across all GCO teams.
• Craft high-quality, concise case follow-ups for internal stakeholders, detailing issue, impact, and resolution.
• Actively engage in team meetings and operational reviews, driving improvements and innovation.

Qualifications

Basic Qualifications

• 2+ years of experience managing escalated service issues or customer incidents.
• 2+ years of experience in customer support across multiple communication channels (email, chat, phone).
• 2+ years of written and verbal communication experience with senior stakeholders and C-level executives.

Preferred Qualifications

• Strong knowledge of LinkedIn products and ecosystem.
• Highly organized with the ability to work independently and manage competing priorities.
• Effective time management skills for handling escalations and concurrent projects.
• Proven ability to apply critical thinking and analyze data to identify solutions.
• Strong decision-making ability aligned with LinkedIn’s culture and values.
• Demonstrated leadership capabilities.
• Experience using Salesforce or Oracle Service Cloud.
• Advanced proficiency with Microsoft Office (Outlook, Word, PowerPoint, Excel).
• Knowledge of emerging AI trends and enthusiasm for promoting adoption to enhance team capabilities.
• 2+ years of experience within LinkedIn Support.

Suggested Skills

• Customer Experience
• Customer Support & Satisfaction
• Leadership & Influence
• Troubleshooting & Problem Solving
• Time Management

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.