Partner Support Supervisor

Hey there
We're Fever, the world's leading tech platform for culture and live entertainment,

Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we're revolutionizing the way people engage with live entertainment.

Every month, our platform inspires over 300 million people in +40 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences.

Our results? We've teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors Impressive, right?

To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment

Ready to be part of the experience?

Now, let's discuss this role and what you will do to help achieve Fever's mission.

About The Role:
As a **Partner Support Supervisor**, you will lead a team of Partner Support Representatives and Specialists, ensuring operational excellence and outstanding service to our partners. You will oversee day-to-day operations in ticket management, monitor KPIs (SLA, CSAT, QA), and provide coaching and feedback to guarantee a high-quality partner experience.
Your responsibilities will include:

- Supervising a team of 5-10 Partner Support Representatives/Specialists, overseeing workload distribution, and ensuring SLA and CSAT targets are consistently achieved.
- Conducting **formal QA reviews**and turning findings into actionable coaching.
- Leading regular 1:1s, performance feedback sessions, and supporting professional development.
- Preparing and sharing weekly KPI reports (SLA, CSAT, QA, tagging accuracy, volume trends) with Managers.
- Acting as the **first escalation point** for complex partner issues and collaborating with Operations, Technology, and Partner Management teams to resolve them.
- Supporting onboarding and training of new team members, ensuring adoption of Fever's standards, processes, and Knowledge-Centered Service (KCS).
- Driving continuous improvement by suggesting optimizations to macros, workflows, and documentation.

About You:

- 3+ years of experience in customer support/contact center operations, with at least 1 year in a **team lead or supervisory role**.
- Proven track record of achieving and maintaining SLA/CSAT/QA targets.
- Strong people leadership skills with experience in coaching, mentoring, and running performance reviews.
- Analytical, organized, and solutions-oriented, with the ability to interpret data and drive improvements.
- Excellent written and verbal communication skills; clear, structured, and empathetic in escalations and partner interactions.
- Process-driven, with knowledge of ticketing tools (Zendesk, or similar).
- Experience with **Knowledge-Centered Service (KCS)** preferred.
- Multilingual skills are a plus (depending on region).

Thank you for considering joining Fever. We cannot wait to learn more about you

If you want to learn more about us: Fever's Blog | Tech.Eu |TechCrunch

Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply

If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.