Service Delivery Lead - User Support

Fever Up
Spain
Workplace: RemoteFull timeFunction: Transportation & Fleet OperationsExperience: 2+ yearsSkills: ["Communication","Organizational skills","Prioritization","Follow-up","Decision-making"]

Oversee the day-to-day operational delivery of Fever’s User Support organization for White Label solutions. You will lead and coach five Support Team Leads across morning, afternoon, and night shifts, ensuring clear communication, effective service delivery, and strong performance against SLAs and KPIs. Own escalation coordination, business continuity handovers, workforce planning, governance reporting, and continuous improvement to maintain consistent, high-quality customer support at scale.

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FursaFursa
Fever Up
Fever Up
2 days ago

Service Delivery Lead - User Support

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Last checked: 4 hours agoStatus: Live

Job Summary

Oversee the day-to-day operational delivery of Fever’s User Support organization for White Label solutions. You will lead and coach five Support Team Leads across morning, afternoon, and night shifts, ensuring clear communication, effective service delivery, and strong performance against SLAs and KPIs. Own escalation coordination, business continuity handovers, workforce planning, governance reporting, and continuous improvement to maintain consistent, high-quality customer support at scale.
Location: Spain
Workplace: Remote
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Manager level

Key Responsibilities

  • •Manage, coach, and support five Support Team Leads, fostering performance, development, and accountability.
  • •Lead daily operational cadence across all shifts to ensure alignment on priorities, updates, and actions.
  • •Establish handover routines to ensure continuity across shifts and during operational disruptions.
  • •Act as the main operational escalation point and coordinate resolution of cross-shift and cross-team issues.
  • •Drive performance against SLAs and key operational KPIs, identify risks, and ensure corrective actions are followed through.

Key Requirements

  • •At least 2 years of experience in customer support or contact centre operations.
  • •Experience leading or coordinating contact centre teams, ideally Team Leads or supervisors.
  • •Good understanding of customer support KPIs and SLAs.
  • •Strong organisational, prioritisation, and follow-up skills.
  • •Fluent written and spoken English and Spanish.
Experience:2+ years
Skills:CommunicationOrganizational skillsPrioritizationFollow-upDecision-making
Languages:EnglishSpanish
Tech Stack:Google SheetsZendeskSQL

Company Brief

Fever Up
Fever is a global events discovery and ticketing platform that curates and sells experiences, from immersive theatre and pop-ups to concerts and local activities, helping venues and organizers reach audiences worldwide.
Industry: Events & Live Entertainment
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Madrid, Spain
Founded: 2011
WebsiteLinkedIn