Partner Support Specialist

What You'll Do:

As a Partner Support Specialist, you will serve as the technical anchor, domain expert, and operational bridge for our support ecosystem. In this role, you will own specialized workflows, deep-dive into technical complexities within our internal tools, and act as the primary escalation point for agent doubts and non-standard cases.

We are looking for someone with a strong leadership background who enjoys guiding others, implementing workflows, and driving operational projects. You will look beyond individual tickets to spot trends, investigate root causes, and build structural fixes. Additionally, you will use your experience to mentor team representatives, answer complex internal questions, pilot new processes, and champion continuous operational improvement.

Your responsibilities will include:

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.

Who You Are:

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.

40% discount on all Fever events and experiences + free Candlelight voucher.

20 days of paid annual leave to support your well-being and personal time outside of work.

Private health & dental insurance: OSDE 410 plan fully covered by Fever.

Wellhub membership for gym and wellness access: 100% covered by Fever up to the Silver plan.

Language learning support: English and Spanish lessons.

Hybrid work setup: home office friendly with a central Buenos Aires office location.

Dynamic international team: a young, talented group creating a great work environment.