Service Delivery Lead - User Support

<div class="content-intro"><p>Hey there! <br>We’re <a href="https://feverup.com/">Fever</a>, the world’s leading tech platform for culture and live entertainment.</p>
<p>Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment. <br><br>Every month, our platform inspires over 300 million people in +55 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences. </p>
<p>Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right? </p>
<p>To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!<br><br>Ready to be part of the experience? </p>
<p>Now, let’s discuss this role and what you will do to help achieve Fever’s mission.</p></div><p> </p>
<div><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About the team:</strong></span></div>
<div><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">User Support sits within Fever’s Operations organisation and is the customer contact centre supporting users across Fever’s White Label solutions. The team works with partners around the world to deliver customer support across multiple channels, markets, languages and operating hours. With around 100 people across Support Team Leads, Tier 2 specialists and frontline agents, the organisation operates across morning, afternoon and night shifts to provide consistent and high-quality support at scale.</span></div>
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<div><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About the role:</strong></span></div>
<div> </div>
<div><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are looking for a Support Delivery Lead to oversee the day-to-day operational delivery of Fever’s User Support organisation supporting White Label solutions. The role will manage and support five Support Team Leads across morning, afternoon and night shifts, ensuring consistent operational performance, clear communication and effective service delivery across all teams.</span><br><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Working at the intersection of team leadership and operations, the Support Delivery Lead will bring structure, visibility and consistency to how teams plan, communicate and execute their daily work. The role will act as the main operational point of contact for Team Leads, ensuring effective coordination across shifts and clear follow-up on performance, workforce planning, operational risks, escalations and improvement actions.</span><br><br><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What you'll do:</strong></span></div>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Team management and development:</strong> Manage, coach and support five Support Team Leads, fostering their performance, development and accountability.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Daily operations management:</strong> Lead the daily operational cadence across all shifts, ensuring teams are aligned on priorities, updates and actions.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Business continuity:</strong> Establish effective handover routines and ensure continuity across shifts and during operational disruptions.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Escalation point of contact:</strong> Act as the main operational escalation point for Team Leads and coordinate the resolution of cross-shift and cross-team issues.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Performance delivery:</strong> Drive performance against SLAs and key operational KPIs, identify risks and ensure corrective actions are followed through.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Workforce management:</strong> Coordinate demand forecasting, staffing plans, scheduling and coverage planning.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Reporting and governance:</strong> Maintain accurate operational reporting and governance routines, ensuring clear ownership and follow-up of agreed actions.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Continuous improvement:</strong> Identify and implement opportunities to improve efficiency, consistency and customer support performance.</span></li>
</ul>
<div><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What we’re looking for</strong></span></div>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">At least<strong> 2 years of experience in customer support</strong> or contact centre operations.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience leading or coordinating contact centre teams, ideally Team Leads or supervisors.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Good understanding of customer support KPIs and SLAs.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong organisational, prioritisation and follow-up skills.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to make decisions and act quickly in a fast-paced environment.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexibility to adapt working hours to ensure overlap with Team Leads across shifts. The standard schedule will be Monday to Friday during daytime hours.</span></li>
</ul>
<div><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Technical skills:</strong></span></div>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong working knowledge of Google Sheets.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Fluent written and spoken English and Spanish.</span></li>
</ul>
<div><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Nice to have:</strong></span></div>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience with Zendesk or similar customer support tools.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Basic knowledge of SQL.</span></li>
</ul>
<div><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What success looks like:</strong></span></div>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Clear and consistent operational routines across all shifts.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Effective handovers and visibility of open actions.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Team Leads are aligned, supported and accountable for their teams.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Risks and performance issues are identified and addressed proactively.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Forecasting, scheduling and coverage are planned effectively.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Operational updates are implemented consistently.</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong visibility of performance, blockers and improvement actions.</span></li>
</ul>
<p><span style="text-decoration: underline; font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Benefits & Perks: </strong></span></p>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">40% discount at Fever platform </span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">2 free Candlelight tickets </span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">100% remote </span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Health insurance by Cigna Healthcare</span></li>
</ul>
<p> </p><div class="content-conclusion"><p>Thank you for considering joining Fever. We cannot wait to learn more about you!</p>
<p>If you want to learn more about us: <a class="c-link" href="https://newsroom.feverup.com/en-US/" target="_blank" data-stringify-link="https://newsroom.feverup.com/en-UKI/208389-goldman-sachs-asset-management-leads-227m-investment-in-live-entertainment-tech-startup-fever" data-sk="tooltip_parent" data-remove-tab-index="true">Fever's Blog</a> | <a href="https://tech.eu/2023/02/02/fever-raises-110-million-in-new-round-at-1-8-billion-valuation" target="_blank">Tech.Eu</a> |<a class="c-link" href="https://techcrunch.com/2019/08/04/data-driven-events-discovery-and-planning-startup-fever-raises-35-million-led-by-rakuten/" target="_blank" data-stringify-link="https://techcrunch.com/2019/08/04/data-driven-events-discovery-and-planning-startup-fever-raises-35-million-led-by-rakuten/" data-sk="tooltip_parent" data-remove-tab-index="true">TechCrunch</a></p>
<p>Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply!</p>
<p>If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.</p>
<p>If you want to know more about how Fever processes your personal data, click here <a href="https://docs.google.com/document/d/1cIzPP7QJGht5LAGKkRGQP8fxh-Z4Mfph2JhGSvhd8zM/edit?tab=t.0#heading=h.y7rpsj7nzave" target="_blank">