Fever Up

1 month ago

Partner Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Join Fever’s Partner Support team as a technical anchor and SME, owning specialized support workflows, guiding colleagues, and driving process improvements. You’ll escalate complex cases, mentor reps, optimize root causes, and develop documentation and playbooks to raise the operation’s overall effectiveness in a fast-paced, data-driven environment dedicated to live entertainment.

Location: Mexico City

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Own and improve specialized escalation workflows and resolve non-standard, complex, or sensitive cases for agents.
•Develop deep SME knowledge of internal tools and workflows to serve as the definitive reference for the team.
•Lead and train Partner Support Representatives on edge cases, troubleshooting steps, and specialized processes.
•Investigate root causes of complex cases, propose and pilot structural fixes, and drive proactive process improvements.
•Document and maintain advanced knowledge base articles and playbooks to upskill the wider team.
•Drive cross-functional projects, report metrics, and ensure alignment across squads.

Pay and Benefits

Equity and Bonus:Equity

Perks:EquityHealth InsuranceLife InsuranceGym Membership

Key Requirements

•Leadership experience with a track record of guiding teams or initiating projects
•Advanced problem-solving abilities with strong technical and analytical aptitude
•Operations and metrics focus, with experience analyzing ticket trends to improve internal workflows
•Experience mentoring team members, training on edge cases, and implementing specialized workflows
•Excellent written and verbal communication skills, with the ability to document procedures clearly

Experience:Live entertainmentSaaSTechnology

Skills:LeadershipTrainingCommunicationProblem-solvingAnalytical thinking

Languages:English

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

Website LinkedIn

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Fever Up

1 month ago

Partner Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Mexico City

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Own and improve specialized escalation workflows and resolve non-standard, complex, or sensitive cases for agents.
•Develop deep SME knowledge of internal tools and workflows to serve as the definitive reference for the team.
•Lead and train Partner Support Representatives on edge cases, troubleshooting steps, and specialized processes.
•Investigate root causes of complex cases, propose and pilot structural fixes, and drive proactive process improvements.
•Document and maintain advanced knowledge base articles and playbooks to upskill the wider team.
•Drive cross-functional projects, report metrics, and ensure alignment across squads.

Pay and Benefits

Equity and Bonus:Equity

Perks:EquityHealth InsuranceLife InsuranceGym Membership

Key Requirements

•Leadership experience with a track record of guiding teams or initiating projects
•Advanced problem-solving abilities with strong technical and analytical aptitude
•Operations and metrics focus, with experience analyzing ticket trends to improve internal workflows
•Experience mentoring team members, training on edge cases, and implementing specialized workflows
•Excellent written and verbal communication skills, with the ability to document procedures clearly

Experience:Live entertainmentSaaSTechnology

Skills:LeadershipTrainingCommunicationProblem-solvingAnalytical thinking

Languages:English

Company Brief

Fever Up

Industry: Events & Live Entertainment

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Madrid, Spain

Founded: 2011

Website LinkedIn