Partner Support Specialist

Fever Up
Buenos Aires
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Problem-solving","Communication","Documentation","Adaptability"]

Own specialized partner support workflows as a technical anchor and escalation point for non-standard, complex, and sensitive cases. Develop deep expertise in internal tools, resolve agent doubts, and investigate root causes to prevent recurring issues. Lead training for Partner Support Representatives on edge cases and troubleshooting, while authoring playbooks and knowledge articles. Drive cross-functional operational projects, ensuring clear reporting of metrics and progress.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Fever Up
Fever Up
1 day ago

Partner Support Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 minutes agoStatus: Live

Job Summary

Own specialized partner support workflows as a technical anchor and escalation point for non-standard, complex, and sensitive cases. Develop deep expertise in internal tools, resolve agent doubts, and investigate root causes to prevent recurring issues. Lead training for Partner Support Representatives on edge cases and troubleshooting, while authoring playbooks and knowledge articles. Drive cross-functional operational projects, ensuring clear reporting of metrics and progress.
Location: Buenos Aires
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage non-standard, complex, or sensitive partner support cases and act as the primary escalation reference.
  • •Develop deep specialization in specific workflows and internal tools as the team’s subject-matter expert.
  • •Train and support Partner Support Representatives on edge cases, troubleshooting steps, and specialized workflows.
  • •Investigate root causes of complex cases and propose structural fixes by piloting new workflows and macros.
  • •Author and maintain advanced documentation, playbooks, and knowledge base articles; drive cross-functional workflow implementations and report metrics.

Pay and Benefits

Perks:Health InsuranceDentalPaid LeaveGym MembershipLearning Budget

Key Requirements

  • •Proven experience leading teams or initiatives with a track record of executing projects and implementing workflows.
  • •Advanced technical and analytical aptitude to deconstruct complex operational issues and internal tool errors.
  • •Experience analyzing ticket trends and using metrics for continuous improvement.
  • •Strong written and verbal communication skills to provide clear explanations and structured guidance for escalations.
  • •Experience creating and maintaining playbooks, macros, and internal training materials.
Skills:LeadershipProblem-solvingCommunicationDocumentationAdaptability
Languages:EnglishSpanish

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