Service Delivery Lead – User Support

🔥 18 hours ago

🇪🇸 Spain – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fever

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 B2C

💰 $110M Venture Round on 2023-01

Entertainment • B2C • Tourism

Fever is a company that curates memorable experiences, focused on live entertainment and cultural events, in major cities across the world. Known for offering exclusive and unique experiences such as Candlelight Concerts and the Van Gogh Experience, Fever operates in over 200 major cities and supports users in 11 languages. Its app is highly rated in the live entertainment industry, providing users easy access to events and experiences. Fever also offers 24/7 support and a variety of ways to engage with and book events, making it a go-to platform for people looking to explore popular and cultural events globally.

📋 Description

• Manage, coach and support five Support Team Leads, fostering performance, development and accountability • Lead the daily operational cadence across morning, afternoon and night shifts • Establish handover routines and ensure continuity across shifts and during operational disruptions • Act as the main operational escalation point for Team Leads • Coordinate resolution of cross-shift and cross-team issues • Drive performance against SLAs and operational KPIs • Identify risks and ensure corrective actions are followed through • Coordinate demand forecasting, staffing plans, scheduling and coverage planning • Maintain accurate operational reporting and governance routines • Ensure clear ownership and follow-up of agreed actions • Identify and implement continuous-improvement opportunities

🎯 Requirements

• At least 2 years of experience in customer support or contact centre operations • Experience leading or coordinating contact centre teams, ideally Team Leads or supervisors • Good understanding of customer support KPIs and SLAs • Strong organisational, prioritisation and follow-up skills • Ability to make decisions and act quickly in a fast-paced environment • Flexibility to adapt working hours to ensure overlap with Team Leads across shifts • Strong working knowledge of Google Sheets • Fluent written and spoken English and Spanish • Experience with Zendesk or similar customer support tools (nice to have) • Basic knowledge of SQL (nice to have)

🏖️ Benefits

• Inclusive and diverse workspace • Accommodation during the selection process • Monday to Friday daytime schedule as the standard schedule