• Internal Escalation & Complex Resolution: Managing non-standard, complex, or sensitive cases that require dedicated follow-up, acting as the key reference point for resolving agent doubts and inquiries.
• Tool & Domain Expertise: Developing deep specialization in specific workflows and internal tools, acting as the definitive subject-matter expert (SME) for the team.
• Leadership & Training: Leveraging your leadership background to train and support Partner Support Representatives on edge cases, troubleshooting steps, and specialized workflows.
• Root Cause & Process Optimization: Investigating the underlying causes of complex cases, proposing structural fixes, and piloting new workflows and macros to proactively prevent repetitive problems.
• Documentation & Playbooks: Authoring and maintaining advanced documentation, knowledge base articles, and playbooks to upskill the wider team and streamline operations.
• Cross-Functional Projects: Driving internal workflow implementations, handling process alignment, and consistently reporting activity, metrics, and progress to assigned squads.

• Leadership Background: Proven experience leading teams or initiatives, with a clear track record of executing projects, implementing workflows, and guiding peers.
• Advanced Problem Solver: Exceptional technical and analytical aptitude, with a knack for deconstructing complex operational issues and internal tool errors.
• Operations & Metrics Focused: Driven by data and continuous improvement; experience analyzing ticket trends to test and enhance internal workflows.
• Clear Communicator: Outstanding written and verbal communication skills, with the ability to provide clear explanations, detailed context for escalations, and structured guidance to the team.
• Documentation Champion: Highly organized with experience creating and maintaining comprehensive playbooks, macros, and internal training materials.
• Adaptable & Autonomous: Comfortable working in a fast-paced environment, taking full ownership of specialized workflows, and seamlessly collaborating across different support and product squads.

Why You'll Love It Here:

• Attractive compensation package with room to grow.
• Attractive compensation package, including stock options to reward your contributions and growth.
• 40% discount on all Fever events and experiences + free Candlelight voucher.
• Sura Savings Plan (Fondo de Ahorro): We help you build your future. Fever provides a 5% employer match on top of your fixed salary when you contribute 5%. This is an extra-legal benefit designed for your long-term goals.
• Private health and life insurance: GNP coverage 100% covered by Fever.
• Wellhub membership for gym and wellness access: paid by Fever up to the silver plan.
• Language learning support: English lessons.