Experteer Overview
As a Support Delivery Lead, you will steer Fever’s User Support across White Label solutions, guiding five Team Leads and ensuring smooth, cross-shift operations. You’ll shape daily cadences, handovers, and performance monitoring to maintain high-quality, scalable support. The role sits at the intersection of people leadership and operations, providing structure, visibility, and accountability. You’ll help the team deliver on KPIs, manage risks, and drive continuous improvement—impacting how users and partners experience Fever’s services.

Compensaciones / Incentivos
• Lead and coach five Support Team Leads across shifts to drive performance and development
• Oversee daily operational cadence and ensure alignment on priorities and actions
• Establish robust handover routines and maintain continuity during disruptions
• Serve as the main escalation contact for cross-shift and cross-team issues
• Drive performance against SLAs and KPIs, identify risks and enforce corrective actions




• Coordinate demand forecasting, staffing, scheduling, and coverage planning
• Maintain accurate operational reporting and governance routines with clear ownership
• Identify opportunities for efficiency and process improvements
• Ensure effective communication and transparency across teams and shifts

Responsabilidades
• Minimum 2 years of experience in customer support or contact centre operations
• Experience leading or coordinating contact centre teams (Team Leads or supervisors)
• Solid understanding of customer support KPIs and SLAs
• Strong organizational, prioritization, and follow-up skills
• Ability to make quick decisions in a fast-paced environment
• Flexibility to align working hours to overlap with Team Leads across shifts
• Fluent written and spoken English and Spanish

Requisitos principales
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📌 Service Delivery Lead - User Support (España)
🏢 Fever
📍 España