Partner Support Specialist

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. What You'll Do: As a Partner Support Specialist , you will serve as the technical anchor, domain expert, and operational bridge for our support ecosystem. In this role, you will own specialized workflows, deep-dive into technical complexities within our internal tools, and act as the primary escalation point for agent doubts and non-standard cases. We are looking for someone with a strong leadership background who enjoys guiding others, implementing workflows, and driving operational projects. You will look beyond individual tickets to spot trends, investigate root causes, and build structural fixes. Additionally, you will use your experience to mentor team representatives, answer complex internal questions, pilot new processes, and champion continuous operational improvement. Your responsibilities will include: Internal Escalation & Complex Resolution: Managing non-standard, complex, or sensitive cases that require dedicated follow-up, acting as the key reference point for resolving agent doubts and inquiries. Tool & Domain Expertise: Developing deep specialization in specific workflows and internal tools, acting as the definitive subject-matter expert (SME) for the team. Leadership & Training: Leveraging your leadership background to train and support Partner Support Representatives on edge cases, troubleshooting steps, and specialized workflows. Root Cause & Process Optimization: Investigating the underlying causes of complex cases, proposing structural fixes, and piloting new workflows and macros to proactively prevent repetitive problems. Documentation & Playbooks: Authoring and maintaining advanced documentation, knowledge base articles, and playbooks to upskill the wider team and streamline operations. Cross-Functional Projects: Driving internal workflow implementations, handling process alignment, and consistently reporting activity, metrics, and progress to assigned squads. Who You Are: Leadership Background: Proven experience leading teams or initiatives, with a clear track record of executing projects, implementing workflows, and guiding peers. Advanced Problem Solver: Exceptional technical and analytical aptitude, with a knack for deconstructing complex operational issues and internal tool errors. Operations & Metrics Focused: Driven by data and continuous improvement; experience analyzing ticket trends to test and enhance internal workflows. Clear Communicator: Outstanding written and verbal communication skills, with the ability to provide clear explanations, detailed context for escalations, and structured guidance to the team. Documentation Champion: Highly organized with experience creating and maintaining comprehensive playbooks, macros, and internal training materials. Adaptable & Autonomous: Comfortable working in a fast-paced environment, taking full ownership of specialized workflows, and seamlessly collaborating across different support and product squads. Why You…