Experteer Overview

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In this role you will oversee Fever’s User Support operations for White Label solutions, managing five Team Leads to ensure consistent service across shifts. You will streamline daily cadences, coordinate cross‑shift handovers, and drive KPI performance and risk mitigation. You’ll implement improvements for efficiency and clarity in reporting, while aligning teams with Fever’s mission to democratize access to culture and entertainment.

This is a hands-on leadership role that shapes how support operates at scale.

Compensaciones / Incentivos

- Manage, coach and develop five Support Team Leads across shifts
- Lead daily operational cadence and ensure prioritization clarity
- Establish handover routines and maintain business continuity across shifts
- Coordinate cross‑shift escalations and issue resolution
- Drive performance against SLAs and KPIs, implement corrective actions




- Oversee workforce planning, demand forecasting and scheduling
- Maintain operational reporting and governance with clear ownership
- Identify and implement continuous improvements in efficiency and customer support

Responsabilidades

- At least 2 years in customer support or contact centre operations
- Experience leading or coordinating contact centre teams (Team Leads or supervisors)
- Strong understanding of customer xugodme support KPIs and SLAs
- Excellent organizational, prioritization and follow-up skills
- Decision‑making ability in a fast-paced environment
- Flexibility to overlap with Team Leads across shifts
- Fluent written and spoken English and Spanish
- Strong working knowledge of Google Sheets

Requisitos principales

- 40% discount at Fever platform
- 2 free Candlelight tickets
- 100% remote
- Health insurance by Cigna Healthcare

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