Service Delivery Lead

Who you are

• 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
• Ability to make decisions and act quickly in a fast-paced environment
• Flexibility to adapt working hours to ensure overlap with Team Leads across shifts. The standard schedule will be Monday to Friday during daytime hours
• Strong working knowledge of Google Sheets
• Fluent written and spoken English and Spanish
• Experience with Zendesk or similar customer support tools
• Basic knowledge of SQL
• Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count. Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities. We encourage everyone to apply!

What the job involves

• User Support sits within Fever’s Operations organisation and is the customer contact centre supporting users across Fever’s White Label solutions
• The team works with partners around the world to deliver customer support across multiple channels, markets, languages and operating hours
• With around 100 people across Support Team Leads, Tier 2 specialists and frontline agents, the organisation operates across morning, afternoon and night shifts to provide consistent and high-quality support at scale
• We are looking for a Support Delivery Lead to oversee the day-to-day operational delivery of Fever’s User Support organisation supporting White Label solutions
• The role will manage and support five Support Team Leads across morning, afternoon and night shifts, ensuring consistent operational performance, clear communication and effective service delivery across all teams
• Working at the intersection of team leadership and operations, the Support Delivery Lead will bring structure, visibility and consistency to how teams plan, communicate and execute their daily work
• The role will act as the main operational point of contact for Team Leads, ensuring effective coordination across shifts and clear follow-up on performance, workforce planning, operational risks, escalations and improvement actions
• Team management and development: Manage, coach and support five Support Team Leads, fostering their performance, development and accountability
• Daily operations management: Lead the daily operational cadence across all shifts, ensuring teams are aligned on priorities, updates and actions
• Business continuity: Establish effective handover routines and ensure continuity across shifts and during operational disruptions
• Escalation point of contact: Act as the main operational escalation point for Team Leads and coordinate the resolution of cross-shift and cross-team issues
• Performance delivery: Drive performance against SLAs and key operational KPIs, identify risks and ensure corrective actions are followed through
• Workforce management: Coordinate demand forecasting, staffing plans, scheduling and coverage planning
• Reporting and governance: Maintain accurate operational reporting and governance routines, ensuring clear ownership and follow-up of agreed actions
• Continuous improvement: Identify and implement opportunities to improve efficiency, consistency and customer support performance
• What success looks like:
• Clear and consistent operational routines across all shifts
• Effective handovers and visibility of open actions
• Team Leads are aligned, supported and accountable for their teams
• Risks and performance issues are identified and addressed proactively
• Forecasting, scheduling and coverage are planned effectively
• Operational updates are implemented consistently
• Strong visibility of performance, blockers and improvement actions