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Fever is the world's leading tech platform for culture and live entertainment, operating in 55+ countries with 300+ million monthly users. The company partners with major brands like Netflix, F.C. Barcelona, and Primavera Sound to democratize access to live experiences through proprietary technology and data-driven insights.
As a Partner Support Specialist, you will serve as the technical anchor and operational bridge for Fever's support ecosystem. This is a senior individual contributor role focused on specialized workflows, complex case resolution, and team enablement.
Key responsibilities include:
• Managing non-standard, complex, and sensitive support cases as the primary escalation point for agent inquiries and doubts
• Developing deep specialization in internal tools and workflows, becoming the subject-matter expert (SME) for the team
• Training and mentoring Partner Support Representatives on edge cases, troubleshooting, and specialized workflows
• Investigating root causes of complex issues and proposing structural fixes to prevent repetitive problems
• Authoring advanced documentation, knowledge base articles, and playbooks to upskill the wider team
• Driving internal workflow implementations and process optimization initiatives
• Analyzing ticket trends and metrics to identify opportunities for continuous improvement
• Reporting activity, progress, and metrics to assigned squads
You bring proven leadership experience (team leadership or major initiative ownership), exceptional problem-solving skills with strong technical and analytical aptitude, a data-driven mindset focused on operations and metrics, and outstanding written and verbal communication abilities. You excel at deconstructing complex operational issues, implementing workflows, and guiding peers through challenging scenarios.
