Team Lead Customer Service Europe

What is Shotgun? Shotgun is a leading platform dedicated to empowering live music event organizers and touring artists, driving the future of the live music industry. Our mission is to build the infrastructure that enables live music to thrive. We provide powerful tools to sell tickets, build strong brands, and connect with fans in meaningful ways.From 2020 to 2024, Shotgun achieved rapid growth with GMV increasing 20x and revenue growing 30x - leading the company to profitability. Today, we support over 6,000 clients and engage more than 6,000,000 users across Europe, the US, and LATAM. In the past seven years, Shotgun has raised €10M from Newfund, Venrex, One RagTime, Creator Collective, and BPI Culture Fund. We are a lean and dynamic team of 90 people, with offices in Paris, Miami, São Paulo, Lisbon, and Marseille. Our culture is built on passion, commitment, ownership, and humility. The Role At Shotgun, Customer Service embodies the Excellence Pillar of our strategy. Your mission is to ensure that excellence is delivered every day : through team coaching, performance management, quality monitoring, and cross-functional collaboration. You'll report to the Head of Customer Service and directly support the scaling of CS operations across our markets. What you'll be doing at Shotgun Leading the team Supervise, mentor, and develop CS agents across B2B and B2C. Run weekly syncs, individual reviews, and cross-training initiatives to build a resilient, multi-skilled team. Owning daily operations Manage queues, workload distribution, SLA monitoring, and escalations. You're the go-to person when things get complex or when a crisis hits. Driving performance & quality Monitor KPIs (First reply time, resolution time, CSAT, AI resolution rate), run quality assurance reviews, and turn data into concrete improvement plans. Coordinating with BPO & AI Ensure our BPO partner and AI tools deliver to Shotgun's quality standards. Flag gaps, feed optimization, and track automation performance. Collaborating cross-functionally Work with Product, Operations, and international CS teams to keep standards consistent and feed the CS → Product feedback loop with real insights from the field. Building knowledge Partner with our Enablement Manager to maintain knowledge bases, SOPs, and the customer case database that powers agent training, BPO onboarding, and AI optimization. The job is for you if You have proven experience leading or supervising a Customer Service team You're deeply operational : you know how to manage queues, prioritize under pressure, and keep SLAs on track You're a natural coach : you develop people, not just manage tasks You're data-driven : comfortable with KPIs, dashboards, and turning numbers into action You communicate clearly across teams, functions, and geographies You genuinely care about customer experience and service quality Bonus points if you have experience with BPO coordination, AI-powered support tools, Zendesk, or the live events / ticketing industry Languages: French and English required. Portuguese is a strong plus. 👪 Note to women and underrepresented groups: We value diversity because it’s essential for creativity and healthy growth. If you don’t meet 100% of the requirements but are excited by this role, please apply 🙏 Hiring process Discovery call with Head of Customer Service Case study (~60 min) with Head of Customer Service and a CS team member Values & business interview (~45 min) with Head of Ops and a Shotgun team member Coffee with the team (~30 min) - alongside step 3 Comps & Perks 💰 Compensation : 40 - 44K/Year + 10% Variable ✈️ Team Offsites & Events: We invest in team moments because they matter 🕺 Shotgun Event Credits: Enjoy live events with quarterly credits 🏋️‍♀️ Egym Wellpass: Preferential rates for gyms and sports activities 🌱 Sustainable Mobility Bonus: For eco-friendly commuting like biking 🍔 Swile Lunch Card: * Meals and more 💊 Alan Health Insurance: * Full coverage for your health n...