SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Fever is a global 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 cultural experiences.
The User Support team sits within Fever's Operations organization and manages customer support across Fever's White Label solutions. With approximately 100 people including Support Team Leads, Tier 2 specialists, and frontline agents, the team operates across multiple shifts, markets, languages, and time zones to deliver consistent, high-quality support at scale.
As Service Delivery Lead, you will oversee day-to-day operational delivery of the User Support organization. You will manage and support five Support Team Leads across morning, afternoon, and night shifts, ensuring consistent operational performance, clear communication, and effective service delivery.
Key responsibilities include:
- Managing, coaching, and supporting five Support Team Leads, fostering their performance, development, and accountability
- Leading daily operational cadence across all shifts, ensuring alignment on priorities, updates, and actions
- Establishing effective handover routines and ensuring continuity across shifts and during operational disruptions
- Acting as the main operational escalation point for Team Leads and coordinating resolution of cross-shift and cross-team issues
- Driving performance against SLAs and key operational KPIs, identifying risks and ensuring corrective actions are followed through
- Coordinating demand forecasting, staffing plans, scheduling, and coverage planning
- Maintaining accurate operational reporting and governance routines with clear ownership and follow-up
- Identifying and implementing opportunities to improve efficiency, consistency, and customer support performance
You will work at the intersection of team leadership and operations, bringing structure, visibility, and consistency to how teams plan, communicate, and execute their daily work. The standard schedule is Monday to Friday during daytime hours, with flexibility to overlap with Team Leads across shifts.
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
- Ability to make decisions and act quickly in a fast-paced environment
- Strong working knowledge of Google Sheets
- Fluent written and spoken English and Spanish
NICE TO HAVE:
- Experience with Zendesk or similar customer support tools
- Basic knowledge of SQL
