Partner Support Supervisor, Fever

Partner Support Supervisor

Fever

Location:
Spain, Madrid

Category:
Customer Service

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Lead a team of Partner Support Representatives and Specialists, ensuring operational excellence and outstanding service to our partners. Oversee day-to-day operations in ticket management, monitor KPIs (SLA, CSAT, QA), and provide coaching and feedback to guarantee a high-quality partner experience.

Job Responsibility:

Lead a team of Partner Support Representatives and Specialists
Ensure operational excellence and outstanding service to partners
Oversee day-to-day operations in ticket management
Monitor KPIs (SLA, CSAT, QA)
Provide coaching and feedback to guarantee high-quality partner experience
Supervise a team of 5–10 Partner Support Representatives/Specialists
Oversee workload distribution and ensure SLA and CSAT targets are consistently achieved
Conduct formal QA reviews and turn findings into actionable coaching
Lead regular 1:1s, performance feedback sessions, and support professional development
Prepare and share weekly KPI reports with Managers
Act as the first escalation point for complex partner issues
Collaborate with Operations, Technology, and Partner Management teams to resolve issues
Support onboarding and training of new team members
Drive continuous improvement by suggesting optimizations to macros, workflows, and documentation

Requirements:

3+ years of experience in customer support/contact center operations
At least 1 year in a team lead or supervisory role
Proven track record of achieving and maintaining SLA/CSAT/QA targets
Strong people leadership skills with experience in coaching, mentoring, and running performance reviews
Analytical, organized, and solutions-oriented, with the ability to interpret data and drive improvements
Excellent written and verbal communication skills
Process-driven, with knowledge of ticketing tools (Zendesk, or similar)
Experience with Knowledge-Centered Service (KCS) preferred
Multilingual skills are a plus

Nice to have:

Experience with Knowledge-Centered Service (KCS)
Multilingual skills

Additional Information:

Job Posted:
September 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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