Manager - Partner Management

Summary

Join Fever, a leading tech platform for culture and live entertainment, as a Partner Support Manager to lead and scale the global GH Partner Support team. This operational leadership role involves building scalable support processes, leading a global team, and acting as the operational voice of partners. You will define and implement a tiered, multilingual support model, design Zendesk-based workflows, hire and coach a distributed support team, define KPIs, and align with other teams to resolve structural issues. The position offers a significant impact in a high-growth company and includes responsibilities such as driving continuous improvement and knowledge-sharing. Fever is committed to creating an inclusive and diverse workspace.

Requirements

• Experienced and strategic Partner Support Manager
• Lead and scale our GH Partner Support team
• Build scalable support processes
• Act as the operational voice of our partners

Responsibilities

• Lead the global GH Partner Support function, responsible for all inbound support from our event partners across verticals (permanent attractions, immersive experiences, exhibitions, etc.)
• Define and implement a tiered, multilingual support model (Tier 1, Tier 2, After Hours)
• Own the design and rollout of Zendesk-based workflows, macros, triggers, and routing for optimal efficiency
• Hire, coach, and scale a distributed support team (representatives, specialists, QA, trainers, supervisors)
• Define KPIs (CSAT, FCR, SLA, resolution time) and establish a performance monitoring system
• Align with Partner Management, Product, and Ops to escalate and resolve structural issues
• Represent partner support in strategic forums and cross-team initiatives
• Drive a culture of continuous improvement, automation, and knowledge-sharing (KCS methodology)

Benefits

• Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance
• Opportunity to have a real impact in a high-growth global category leader
• 40% discount on all Fever events and experiences
• Health insurance
• Home-office friendly
• Responsibility from day one and professional and personal growth
• Great work environment with a young, international team of talented people to work with!