Partner Support Manager, FEVO
$55-65k
eCommerce technology allowing friends to purchase together
Be an early applicant
eCommerce technology allowing friends to purchase together
101-200 employees
Be an early applicant
$55-65k
101-200 employees
Company mission
To reimagine and rehumanize shopping.
Role
Who you are
- Proven ability to contribute to foster a collaborative, high-performance culture
- Demonstrated experience in team coordination, workload balancing, and leveraging team strengths to ensure efficient case resolution and adherence to SLAs
- Proficient in diagnosing and resolving complex technical issues, with a structured approach to identifying solutions for unique and challenging cases
- Strong written and verbal communication skills, with the ability to set client expectations, explain technical resolutions clearly, and keep clients informed on case status
- Excellent time-management skills, with the ability to manage and prioritize multiple escalated cases while meeting SLA requirements
- Ability to identify areas for improvement, recommend optimizations, and support the development of resources that streamline support workflows
- Willingness to collaborate cross-functionally to deliver high-quality, client-centered support
- Tech Stack:
- Salesforce CRM + Service
- Ticket Management - JIRA, Monday.com
- Slack
- G-Suite
What the job involves
- At FEVO, we are dedicated to enhancing client success through comprehensive support and continuous improvement. Our Partner Support Team is crucial in ensuring seamless offer management, technical troubleshooting, and ongoing client engagement
- The Partner Support Manager plays a critical role in managing complex client interactions, ensuring timely and accurate support, and driving partner satisfaction through proactive engagement and troubleshooting. This role will tackle advanced technical issues, execute complex offer configurations, and maintain close alignment with the Success, Training, Product, and Tech teams to meet high standards of service
- This position reports directly to our Senior Manager, Partner Support. As a team member, you'll collaborate with a community of innovative, high-performing individuals excelling at building deep, mutually beneficial relationships in addition to creating exciting and innovative products
- Proven ability to manage and lead teams, with experience mentoring associates and fostering a collaborative, high-performance culture
- Demonstrated experience in team coordination, workload balancing, and leveraging team strengths to ensure efficient case resolution and adherence to SLAs
- Proficient in diagnosing and resolving complex technical issues, with a structured approach to identifying solutions for unique and challenging cases
- Strong written and verbal communication skills, with the ability to set client expectations, explain technical resolutions clearly, and keep clients informed on case status
- Excellent time-management skills, with the ability to manage and prioritize multiple escalated cases while meeting SLA requirements
- Ability to identify areas for improvement, recommend optimizations, and support the development of resources that streamline support workflows
- Willingness to collaborate with the Partner Support Associates, Implementation, Customer Support, and Tech teams to deliver high-quality, client-centered support
- Client Management and Operational Execution:
- Lead, mentor, and train Partner Support associates, fostering collaboration and ensuring SLA adherence
- Promptly address the day-to-day needs of client accounts and deliver tailored platform recommendations
- Advanced Case Handling and Escalation Management:
- Prioritize and resolve escalated cases, ensuring adherence to SLA guidelines and maintaining client satisfaction
- Collaborate with Product and Technical teams for cases requiring specialized expertise or technical intervention
- Document escalation actions and resolutions to support knowledge sharing and process improvement
- Technical Troubleshooting and Issue Resolution:
- Diagnose and resolve complex technical issues, including configuration errors and platform discrepancies
- Provide advanced guidance on platform features, addressing detailed "how-to" inquiries with step-by-step support
- Offer Management and Execution Support:
- Oversee and execute intricate offer configurations, ensuring accuracy across front-end and back-end systems
- Conduct thorough testing and validation of offers to confirm alignment with client goals and functionality
- Provide insights and best practices to optimize offer setups and improve client outcomes
- Feedback Integration and Resource Optimization:
- Collaborate with Product & Training teams to refine workflows, update knowledge base content, and enhance training resources
- Other Duties:
- Perform other duties and responsibilities, as may be assigned
Our take
FEVO is dedicated to making eCommerce more rooted in community. It offers customers a platform to which they invite their friends so they can purchase together. By marrying eCommerce with social media, the ticket-purchasing experience becomes more collaborative, fun and easy for customers whilst enabling brands to retrieve data to help build their own social graphs and identify valuable customers.
Since its fruition in 2016, FEVO has encountered other players in the field, including nhl.com and f1miamigp.com, but has quickly become the market leader in live events, most prominently sports. It has accrued over 600 partners, including Ticketmaster and Pacciolan, and almost 90% market share, seeing the revenue growth accelerate year-on-year.
FEVO is now expanding into retail and travel eCommerce. In 2022 it partnered with HotelPlanner, a collaboration that furthers FEVO’s goal of offering an end-to-end itinerary for customers. Alongside product expansion, FEVO has ambitious aims to expand geographically through partnerships, most notably with GoogleCloud, with current movement in the UK market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Dec 2022
$16.6m
SERIES C
Nov 2019
$18.2m
SERIES B
Total funding: $57.5m
Company benefits
- Regular retreats, workshops and teambuilding sessions
- Best-in-class systems and software solutions for remote collaboration
- A culture of candor and transparency whether managing up or down
- The autonomy to work from anywhere
- Real-time feedback and structured bi-annual performance reviews
- A state-of-the-art office in Meatpacking NYC for any local or visiting team members
Company HQ
West Village, New York, NY
Leadership
Ari Daie
(Founder & CEO)Previously co-founded NRG Studios, which was sold at 13x revenue. Has served as an Investment Banker at Goldman Sachs, Head of Strategy and Revenue at Bosch USA and Head of Strategic Partnerships at Live Nation Entertainment.
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