Partner Support Supervisor
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About The Role:
As aPartner 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:
As aPartner 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 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 the heart of the city with possible travel across our markets
- Responsibility from day one and professional and personal growth
- Great work environment with a fun international team of talented people to work with!
- Health insurance
- Fondo de Ahorro
- Gympass membership
- 20 days annual leave
Required Experience:
Manager
Key Skills
- Internship
- Data Warehousing
- Adobe Flash
- Database Administration
- Logistics
About Company
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