Manager - Partner Management
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About the Role:Fever is looking for an experienced and strategic Partner Support Manager to lead and scale our GH Partner Support team a global multilingual 24/7 operation supporting thousands of event partners on our marketplace. This team is the backbone of operational excellence for permanent and stable experiences ensuring fast high-quality and partner-centric customer service.
This is not a sales or account management role its an operational leadership position with high visibility and impact. You will build scalable support processes lead a global team and act as the operational voice of our partners ensuring issues are solved feedback flows and performance improves.
This is not a sales or account management role its an operational leadership position with high visibility and impact. You will build scalable support processes lead a global team and act as the operational voice of our partners ensuring issues are solved feedback flows and performance improves.
What Youll Do:
- Lead the global GH Partner Support function responsible for all inbound support from our event partners across verticals (permanent attractions immersive experiences exhibitions etc.)
- Define and implement a tiered multilingual support model (Tier 1 Tier 2 After Hours)
- Own the design and rollout of Zendesk-based workflows macros triggers and routing for optimal efficiency
- Hire coach and scale a distributed support team (representatives specialists QA trainers supervisors)
- Define KPIs (CSAT FCR SLA resolution time) and establish a performance monitoring system
- Align with Partner Management Product and Ops to escalate and resolve structural issues
- Represent partner support in strategic forums and cross-team initiatives
- Drive a culture of continuous improvement automation and knowledge-sharing (KCS methodology)
About You:
- 6 years of experience in B2B support operations customer service or service delivery (preferably in marketplaces SaaS management/operations consulting or tech platforms)
- Proven track record of launching or scaling multilingual high-volume support teams
- Knowledge of support tooling (Zendesk Jira a strong plus)
- Strategic thinking with hands-on operational drive
- Strong analytical skills and experience with KPIs QA and reporting
- Excellent stakeholder management and communication skills across functions
- Experience implementing KCS ITIL or similar frameworks is a plus
- Fluent in English & Spanish.
BENEFITS AND PERKS
- Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance.
- Opportunity to have a real impact in a high-growth global category leader
- 40% discount on all Fever events and experiences
- Work in a location in the heart of Madrid with possible travel across our markets
- Home-office friendly
- Responsibility from day one and professional and personal growth
- Great work environment with a young international team of talented people to work with!
- Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee
- English Lessons
- Gympass membership
- We have free food drink and fruit at the office!
- Possibility to receive in advance part of your salary by Payflow
#LI-hybrid #LI-fulltime
Required Experience:
Manager
Key Skills
- Internship
- Data Warehousing
- Adobe Flash
- Database Administration
- Logistics
About Company
Discover and book the best experiences worldwide! Immerse yourself in concerts, art, events, top attractions, tours and many more things to do.
