Overview
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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.
Responsabilidades
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
Requisitos principales
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 xhfqzwm 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
Strong organizational skills
Problem solving and decision making
Effective communication and stakeholder management
Google Sheets
Zendesk or similar customer support tools (nice to have)
Basic knowledge of SQL (nice to have)

📌 Service Delivery Lead - User Support (Gerona)
🏢 Fever
📍 Gerona