Location: Remote
Position Type: Full-Time
Department: Customer Experience / Support Services
Company: Usa Winzons
About Usa Winzons:
At Usa Winzons, we believe exceptional support builds lasting customer trust. We’re a technology-forward company committed to delivering premium experiences across all touchpoints. As we continue to expand, we are looking for leaders who are passionate about elevating support services and creating world-class customer journeys.
Position Summary:
As the Senior Manager of Specialty Services – Premium Support, you will be responsible for leading a high-performing team that delivers white-glove technical and customer service to our most valued clients. This role requires a balance of strategic thinking, operational execution, and strong leadership to ensure our premium support offerings exceed client expectations.
Key Responsibilities:
- Lead the development and execution of premium support strategies and initiatives
- Manage a team of specialized support professionals across regions and time zones
- Act as a strategic partner to key enterprise clients, ensuring consistent delivery of high-value, tailored support
- Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams
- Create and optimize workflows, SLAs, and KPIs to measure and improve team performance
- Design and deliver training and onboarding programs to maintain a high standard of service excellence
- Oversee escalations and complex case management with a hands-on approach
- Advocate for customer needs in internal conversations and influence product roadmap
- Drive continuous improvement and innovation within the premium support model
Required Qualifications:
- Bachelor’s degree in Business, Computer Science, or a related field
- 7+ years of experience in customer support or technical account management
- 3+ years in a leadership or managerial role in a customer-facing technical environment
- Proven ability to lead distributed teams and manage global support operations
- Strong project management, analytical, and problem-solving skills
- Experience with support platforms such as Zendesk, Salesforce, or ServiceNow
- Excellent written and verbal communication skills
- Empathy-driven leadership and a passion for delivering top-tier customer experiences
Preferred Qualifications:
- Experience working with high-growth tech or SaaS companies
- Familiarity with ITIL, ISO standards, or other support service frameworks
- Background in managing healthcare, fintech, or enterprise clients is a plus
What We Offer:
- Competitive compensation package
- Fully remote work environment
- Comprehensive benefits (medical, dental, vision, PTO)
- Career development and internal advancement opportunities
- A collaborative culture focused on inclusion, learning, and innovation
How to Apply:
Submit your resume and a brief cover letter to [insert HR email or application link] with the subject line:
Senior Manager – Premium Support Application – [Your Full Name]