Job Description
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 +55 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.
As a Partner Support Supervisor, you will do much more than manage daily ticket queues—you will build and scale our operational framework. You will lead a high-performing team of Partner Support Representatives and Specialists, maximizing their potential to deliver outstanding partner experiences without ever compromising on speed or efficiency.
We are looking for an operationally-minded, self-driven leader who can design workflows from scratch, build robust knowledge systems, and leverage automation/AI to optimize performance. If you thrive in a fast-paced environment with shifting priorities and love taking projects from concept to full execution, this role is for you.
Your responsibilities will include:
- Team Optimization: Leading and mentoring a team of 5–10 Partner Support Representatives/Specialists, optimizing workload distribution to unlock maximum efficiency and speed while maintaining high quality.
- Process Architecture: Authoring clear, scalable Standard Operating Procedures (SOPs) and mapping out complex use cases to streamline partner interactions.
- Knowledge Management: Designing, building, and scaling our internal and external Knowledge Bases, utilizing modern documentation platforms and hosting tools.
- Automation & Innovation: Driving operational efficiency by identifying repetitive workflows and automating them using code, low-code solutions, or AI tools.
- Project Ownership: Autonomously managing operational projects from start to finish, keeping a laser focus on productivity despite shifting priorities.
- Performance & Insights: Conducting impactful QA reviews, running regular 1:1s, and analyzing weekly KPI reports (SLA, CSAT, QA, volume trends) to turn data into actionable coaching.
- Cross-Functional Escalation: Acting as the primary escalation point for complex partner issues, building use cases around recurring problems, and collaborating with Operations, Technology, and Partner Management to implement permanent fixes.
About You
- Experience: 3+ years of experience in support operations, with at least 1 year in a leadership or supervisory role (ideally within a fast-growing tech, startup, or B2B environment rather than a traditional call center).
- Operational Mindset: Highly process-driven with a proven track record of writing SOPs, structuring workflows, and building analytical use cases.
- Knowledge Base Expert: Hands-on experience building and organizing Knowledge Bases, with strong familiarity with modern tools and Knowledge-Centered Service (KCS) methodologies.
- Tech & Automation Savvy: Highly comfortable with modern tooling; experience automating manual processes using AI tools, scripting, or advanced ticketing configurations (Zendesk or similar).
- Execution & Drive: Extremely self-driven with a demonstrated ability to take complete ownership of a project and drive it to the finish line independently.
- Adaptable: Thrives in a fast-paced, fluid environment; able to navigate ambiguity and shifting priorities smoothly while keeping the team focused and productive.
- Analytical Leader: Strong data-interpretation and communication skills, with the ability to turn performance metrics into clear operational improvements.
Benefits and Perks
- Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance.
- Opportunity to have a real impact in a high-growth global category leader
- 40% discount on all Fever events and experiences
- Work in the heart of the city, with possible travel across our markets
- Responsibility from day one and professional and personal growth
- Great work environment with a fun, international team of talented people to work with!
- Health insurance
- Fondo de Ahorro
- Gympass membership
- 20 days annual leave
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.
If you want to know more about how Fever processes your personal data, click here Fever - Candidate Privacy Notice