Partner Support Specialist

Hey there!
Were Fever the worlds 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 were 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 Weve 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 lets discuss this role and what you will do to help achieve Fevers mission.

• 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.

• 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 Youll Love It Here:

• Attractive compensation package with room to grow.
• 40% discount on all Fever events and experiences free Candlelight voucher.
• 20 days of paid annual leave to support your well-being and personal time outside of work.
• Private health & dental insurance: OSDE 410 plan fully covered by Fever.
• Wellhub membership for gym and wellness access: 100% covered by Fever up to the Silver plan.
• Language learning support: English and Spanish lessons.
• Hybrid work setup: home office friendly with a central Buenos Aires office location.
• Dynamic international team: a young talented group creating a great work environment.