Partner Support Supervisor

FeverUp; Valladolid; Presencial; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A leading partner support firm in Spain seeks a Partner Support Supervisor to manage a team and ensure top-notch service. The ideal candidate should have extensive experience in customer support, exceptional leadership skills, and proven success in meeting SLA and CSAT targets. This full-time role involves coaching team members, preparing KPI reports, and fostering continuous improvement.

Formación

• 3 years of experience in customer support or contact center operations.
• At least 1 year in a team lead or supervisory role.
• Proven track record of achieving SLA, CSAT, QA targets.

Responsabilidades

• Supervising a team of 5–10 Partner Support Representatives.
• Conducting formal QA reviews and coaching.
• Preparing weekly KPI reports and supporting onboarding.

Conocimientos

Customer support experience

People leadership skills

Analytical skills

Excellent written and verbal communication

Herramientas

Zendesk

Descripción del empleo

About The Role

As a Partner Support Supervisor you will lead a team of Partner Support Representatives and Specialists ensuring operational excellence and outstanding service to our partners. You will oversee day-to-day operations in ticket management monitor KPIs (SLA CSAT QA) and provide coaching and feedback to guarantee a high-quality partner experience.

Your responsibilities will include

• Supervising a team of 5–10 Partner Support Representatives / Specialists overseeing workload distribution and ensuring SLA and CSAT targets are consistently achieved.
• Conducting formal QA reviews and turning findings into actionable coaching.
• Leading regular 1:1 performance feedback sessions and supporting professional development.
• Preparing and sharing weekly KPI reports (SLA CSAT QA tagging accuracy volume trends) with Managers.
• Acting as the first escalation point for complex partner issues and collaborating with Operations Technology and Partner Management teams to resolve them.
• Supporting onboarding and training of new team members ensuring adoption of Fevers standards processes and Knowledge-Centered Service (KCS).
• Driving continuous improvement by suggesting optimizations to macros workflows and documentation.

About You

• 3 years of experience in customer support / contact center operations with at least 1 year in a team lead or supervisory role.
• Proven track record of achieving and maintaining SLA / CSAT / QA targets.
• Strong people leadership skills with experience in coaching mentoring and running performance reviews.
• Analytical organized and solutions-oriented with the ability to interpret data and drive improvements.
• Excellent written and verbal communication skills; clear structured and empathetic in escalations and partner interactions.
• Process-driven with knowledge of ticketing tools (Zendesk or similar).
• Experience with Knowledge-Centered Service (KCS) preferred.
• Multilingual skills are a plus (depending on region).

Employment Type: Full Time