Partner Support Quality, Training & Reporting Specialist

• Designing and delivering onboarding programs for new representatives to ensure alignment with workflows tools and service standards.
• Leading continuous training initiatives to maintain consistent knowledge levels across the team.
• Developing and maintaining a structured Quality Assurance framework including scorecards ticket reviews and evaluation rubrics.
• Monitoring interactions with Partners to assess compliance with quality standards.
• Conducting coaching sessions performance reviews and skill assessments to support professional growth and service quality.
• Acting as the Zendesk subject-matter expert ensuring optimal setup workflow efficiency and adoption of best practices.
• Generating comprehensive reporting across support operations including Agent performance and Service reports for partners and leadership.
• Partnering with supervisors and managers to translate reporting insights into process improvements.
• Staying updated on industry trends support tools and methodologies (e.g. Knowledge-Centered Service) to continuously improve standards.

• 3 years of experience in B2B support or contact center operations in a supervisory QA or training-focused role.
• Proven track record of achieving SLA CSAT and QA targets and ability to leverage data for performance improvements.
• Strong coaching and mentoring skills with experience conducting 1:1s running performance reviews and supporting agent development.
• Advanced proficiency with Zendesk including analytics dashboards and workflow optimizations.
• Analytical structured and solutions-oriented; comfortable creating reports and turning insights into actionable recommendations.
• Excellent written and verbal communication skills: clear concise and empathetic when handling escalations and feedback.
• Experience with Knowledge-Centered Service (KCS) or other knowledge management frameworks is a strong plus.
• Multilingual skills are a plus (depending on region).

About The Role:

• You will be responsible for the entire life cycle management of big events since the sales and legal team has signed the commercial contract till the events final closing
• You will be the main point of contact between all the stakeholders from the event organizer to all the internal teams involved.
• Although being the overall owner of the whole process you will work as part of a team you will be in charge of making things happen in time and form by managing other departments tasks.
• Communicate product needs (Fever usability) and process needs to HQ and work with product/engineering to deliver on them. to have a consolidated list of all the requirements and prioritize them with the product team.
• Create and maintain exhaustive Q&A to have an answer to potential user incidences managed by our user support team.
• Make sure that all the requirements needed to achieve the project goals have all the necessary documentation
• Depending on the event your presence on-site might be required during the launch or other important dates

About You:

You are degree qualified with a project management background. You thrive in a fast-paced environment and pride yourself on your flexible detail-oriented analytical and organized mindset.

In order to be successful in this role you will be expected to be an entrepreneurial individual. The role requires a mix of project management and operational experience. You will have to be very comfortable coordinating other departments to ensure the delivery of requirements on time also delivering results in an ambiguous environment being exceptionally detail-oriented while looking around corners.

• 1 years in a project management role or consulting background. This is not a position for an events background but having event experience is a plus.
• Fluent level of English and Spanish other languages are a plus!
• Huge appetite for learning and the ability to pick up new skills quickly. You will also have strong analytical relationship management and organizational skills.
• Youll be solution-focused identifying problem areas and then creating plans to find resolutions.
• Youll have strong communication skills and a proven track record of building positive working relationships.
• Highly organized and efficient
• Curious and keen to push boundaries and try new concepts
• Able to communicate with events partners brands agencies and talent on efforts
• Ability to think strategically when faced with an events partnership brief or with our proprietary data on what events work
• Able to handle large amounts of work and parallel work-streams
• Collaborative and willing to get hands dirty and work on all required events tasks
• Knowledge of promotional tools such as Facebook and Instagram is a plus
• Strong academic background is a plus

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:

IC