Sobre este puesto de Zendesk Operations Specialist en FeverUp
Hey there!
We’re Fever, the world’s leading tech platform for culture and live entertainment.
Our mission? To democratize access to culture and entertainment. With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment.
Every month, our platform inspires over 300 million people in +55 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences.
Our results? We’ve teamed up with major industry leaders like Netflix, F.C. Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors! Impressive, right?
To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!
Ready to be part of the experience?
Now, let’s discuss this role and what you will do to help achieve Fever’s mission.
- Own Zendesk configuration: triggers, automations, SLAs, routing, macros, forms and permissions, keeping the instance clean and well documented.
- Design routing and escalation flows across email, messaging, live chat and voice, so every request reaches the right person.
- Build and maintain Explore dashboards with clear, agreed KPIs, giving agents and leads self-serve performance views.
- Analyse ticket trends to spot root causes and opportunities to improve how we operate.
- Simplify agents’ daily work through smarter workflows, automation and integrations, and train the team on tools.
- Support QA and workforce management with reliable tools, data and forecasting.
- Test new tools and AI features, measure their impact and track the return on what we invest in.
- Act as the main contact with Zendesk and other vendors.
- Lead support enhancement projects from start to finish when needed, working with Product, Engineering and Data from requirements to rollout.
Who You Are:
Must have
- 3+ years of hands-on Zendesk administration, ideally in a multi-brand setup.
- Strong Zendesk Explore skills.
- Proven experience managing projects end to end, from scoping to rollout and measurement.
- Background in support or CX operations.
- Analytical, tech-curious and quick to learn new tools.
- Fluent English and Spanish.
- Experience with Zendesk AI, QA or Workforce Management.
- Zendesk Admin or Explore certifications.
- APIs, webhooks or automation tools (Make, Zapier); basic scripting.
- SQL or a BI tool.
- Experience with Airtable, Jira, Slack workflows or a CRM.
- B2B, marketplace or live-entertainment background.
Why You'll Love It Here:
- Attractive compensation package with room to grow.
- 40% discount on all Fever events and experiences + free Candlelight voucher.
- Flexible remuneration with Cobee: meals, transport, training, and nursery support (tax-exempt).
- Payflow: option to access part of your salary in advance.
- Taxdown: help optimizing and filing your taxes.
- Private health & dental insurance with Cigna: 100% covered by Fever. You can also add your family members via flexible remuneration.
- 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 Madrid office location.
- Snacks, drinks, and fresh fruit are always available at the office.
- Dynamic international team: a young, talented group creating a great work environment.
Thank you for considering joining Fever. We cannot wait to learn more about you!
If you want to learn more about us: Fever's Blog | Tech.Eu |TechCrunch
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!
If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.
If you want to know more about how Fever processes your personal data, click here Fever - Candidate Privacy Notice
