Partner Support Specialist

Responsibilities

• Manage non-standard, complex, or sensitive cases as a primary escalation point
• Act as a subject-matter expert for internal tools and specialized workflows
• Train and mentor Partner Support Representatives on troubleshooting and edge cases
• Investigate root causes of complex issues and propose structural process fixes
• Author and maintain advanced documentation, knowledge base articles, and playbooks
• Drive internal workflow implementations and report metrics to assigned squads

Requirements

• Proven experience leading teams or initiatives and executing projects
• Exceptional technical and analytical aptitude for deconstructing operational issues
• Experience analyzing ticket trends and data to enhance workflows
• Outstanding written and verbal communication skills
• Experience creating comprehensive playbooks and internal training materials
• Ability to work autonomously in a fast-paced environment

Benefits

• Attractive compensation package
• 40% discount on Fever events and experiences
• Sura Savings Plan (Fondo de Ahorro) with 5% employer match
• Private health and life insurance (GNP coverage 100% covered)
• Wellhub membership for gym and wellness access
• English language learning support

About the Company

Fever is the world’s leading tech platform for culture and live entertainment, aiming to democratize access to experiences through proprietary technology and data-driven approaches.