Partner Support Supervisor

Valladolid - Spain

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

As a Partner Support Supervisor you will lead a team of Partner Support Representatives and Specialists ensuring operational excellence and outstanding service to our partners. You will 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.

Your responsibilities will include:

Supervising a team of 510 Partner Support Representatives/Specialists overseeing workload distribution and ensuring SLA and CSAT targets are consistently achieved.
Conductingformal QA reviewsand turning findings into actionable coaching.
Leading regular 1:1s performance feedback sessions and supporting professional development.
Preparing and sharing weekly KPI reports (SLA CSAT QA tagging accuracy volume trends) with Managers.
Acting as thefirst escalation pointfor complex partner issues and collaborating with Operations Technology and Partner Management teams to resolve them.
Supporting onboarding and training of new team members ensuring adoption of Fevers standards processes and Knowledge-Centered Service (KCS).
Driving continuous improvement by suggesting optimizations to macros workflows and documentation.

About You:

3 years of experience in customer support/contact center operations with at least 1 year in ateam 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; clear structured and empathetic in escalations and partner interactions.
Process-driven with knowledge of ticketing tools (Zendesk or similar).
Experience withKnowledge-Centered Service (KCS)preferred.
Multilingual skills are a plus (depending on region).

Benefits & Perks:

Opportunity to have a real impact in a high-growth global category leader!
40% discount on all Fever events and experiences
Home office friendly!
Responsibility from day one and professional and personal growth
Great work environment with a young international team of talented people
Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee.
English and/or Spanish Lessons
Gympass membership
We have free food drink and fruit at the office!
Possibility to receive in advance part of your salary by Payflow

Required Experience:

Manager

As a Partner Support Supervisor you will lead a team of Partner Support Representatives and Specialists ensuring operational excellence and outstanding service to our partners. You will oversee day-to-day operations in ticket management monitor KPIs (SLA CSAT QA) and provide coaching and feedback to...

Your responsibilities will include:

Supervising a team of 510 Partner Support Representatives/Specialists overseeing workload distribution and ensuring SLA and CSAT targets are consistently achieved.
Conductingformal QA reviewsand turning findings into actionable coaching.
Leading regular 1:1s performance feedback sessions and supporting professional development.
Preparing and sharing weekly KPI reports (SLA CSAT QA tagging accuracy volume trends) with Managers.
Acting as thefirst escalation pointfor complex partner issues and collaborating with Operations Technology and Partner Management teams to resolve them.
Supporting onboarding and training of new team members ensuring adoption of Fevers standards processes and Knowledge-Centered Service (KCS).
Driving continuous improvement by suggesting optimizations to macros workflows and documentation.

About You:

3 years of experience in customer support/contact center operations with at least 1 year in ateam 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; clear structured and empathetic in escalations and partner interactions.
Process-driven with knowledge of ticketing tools (Zendesk or similar).
Experience withKnowledge-Centered Service (KCS)preferred.
Multilingual skills are a plus (depending on region).

Benefits & Perks:

Opportunity to have a real impact in a high-growth global category leader!
40% discount on all Fever events and experiences
Home office friendly!
Responsibility from day one and professional and personal growth
Great work environment with a young international team of talented people
Health insurance and other benefits such as Flexible remuneration with a 100% tax exemption through Cobee.
English and/or Spanish Lessons
Gympass membership
We have free food drink and fruit at the office!
Possibility to receive in advance part of your salary by Payflow

Required Experience:

Manager