Service Delivery Lead - User Support

About the role

Fever, a tech platform for culture and live entertainment, is looking for a Support Delivery Lead to oversee the day-to-day operational delivery of its User Support organisation, which supports White Label solutions. The role manages and supports five Support Team Leads across morning, afternoon and night shifts, acting as the main operational point of contact for coordination, performance follow-up, workforce planning and escalations. It is fully remote.

Key responsibilities

• Manage, coach and support five Support Team Leads, fostering their performance, development and accountability.
• Lead the daily operational cadence across all shifts, keeping teams aligned on priorities, updates and actions.
• Establish handover routines and ensure continuity across shifts and during disruptions.
• Act as the main escalation point for Team Leads and coordinate resolution of cross-shift and cross-team issues.
• Drive performance against SLAs and key 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, with clear ownership and follow-up of agreed actions.
• Identify and implement improvements to efficiency, consistency and customer support performance.

Required profile

• 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, and ability to decide and act quickly in a fast-paced environment.
• Flexibility to adapt working hours to overlap with Team Leads across shifts; the standard schedule is Monday to Friday during daytime hours.

Required skills

• Strong working knowledge of Google Sheets.
• Fluent written and spoken English and Spanish.
• Nice to have: experience with Zendesk or similar tools and basic SQL.

What we offer

• 40% discount at the Fever platform and 2 free Candlelight tickets.
• 100% remote work.
• Health insurance provided by Cigna Healthcare.