At a Glance
- Tasks: Lead and mentor a team to provide top-notch support and resolve complex client issues.
- Company: Join FEVO, a forward-thinking company focused on client success and innovation.
- Benefits: Enjoy remote work flexibility, regular team retreats, and a culture of transparency.
- Other info: Collaborate with talented individuals in a dynamic environment with growth opportunities.
- Why this job: Make a real impact by enhancing partner satisfaction and driving innovative solutions.
- Qualifications: Experience in team management, technical troubleshooting, and excellent communication skills.
The predicted salary is between 36000 - 44000 £ per year.
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.
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:
- Prioritise and resolve escalated cases, ensuring adherence to SLA guidelines and maintaining client satisfaction.
- Collaborate with Product and Technical teams for cases requiring specialised 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 optimise 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.
Benefits:
- Regular retreats, workshops and teambuilding sessions.
- Best-in-class systems and software solutions for remote collaboration.
- A culture of candour 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.
Partner Support Manager employer: FEVO
At FEVO, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Partner Support Manager role not only provides the opportunity to lead and mentor a talented team but also allows for personal and professional growth through regular retreats and structured performance reviews. With a state-of-the-art office in Meatpacking NYC and the flexibility to work remotely, we ensure our employees have the tools and environment they need to thrive while delivering top-notch client support.
StudySmarter Expert Advice🤫
We think this is how you could land Partner Support Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FEVO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FEVO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Partner Support Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FEVO:Your cover letter is your chance to shine! Tell us why you want to work at FEVO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FEVO!
How to prepare for a job interview at FEVO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
