Partner Support Specialist Job at Fever (Mexico City)

Job Description

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.

Job Responsibility

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

Requirements

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

What we offer

Attractive compensation package with room to grow
Attractive compensation package, including stock options to reward your contributions and growth
40% discount on all Fever events and experiences + free Candlelight voucher
Sura Savings Plan (Fondo de Ahorro): We help you build your future. Fever provides a 5% employer match on top of your fixed salary when you contribute 5%. This is an extra-legal benefit designed for your long-term goals
Private health and life insurance: GNP coverage 100% covered by Fever
Wellhub membership for gym and wellness access: paid by Fever up to the silver plan
Language learning support: English lessons

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Partner Support Specialist

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