Team Lead Customer Service, Shotgun
Ticketing solution for live events, concerts & festivals
Be an early applicant
Ticketing solution for live events, concerts & festivals
101-200 employees
Be an early applicant
101-200 employees
Company mission
To build the infrastructure that enables live music to thrive.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application 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
Our take
If you're organising an event, there's no shortage of ticket companies offering to manage booking and boost sales. However, the industry overall is somewhat outdated, with complicated interfaces putting off both organisers and customers. Founded in 2014, Shotgun is an attempt to redress this with intuitive software and a ticketing marketplace that meets the changing needs of modern event organisers and their fans.
Competing against larger players such as Dice and Resident Advisor, Shotgun stands out with its laser focus on the 18-25 year old event-going market. Catering to a crowd used to on-demand music services with expectations of lower costs and more exciting shows (research shows younger event-goers are far more likely to leave early if they're unhappy), Shotgun has invested heavily in social features and its mobile app experience to keep fans engaged.
It's seen great success too, with over 8M users on its app and tens of thousands of organisers worldwide. As other ticketing services struggle to capture the younger party crowd, Shotgun has captured an early lead in this space that it should be able to continue to build on.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Jun 2022
$5.9m
SERIES A
Feb 2020
$2.4m
SEED
Total funding: $9.4m
Company HQ
Folie-Méricourt, Paris, France
Leadership
Lucas Gerard
(Co-Founder & CTO)Prior to co-founding Shotgun in 2013, Lucas was the co-founder of YesPark where he served as the CT for a year.
Romain Dugier
(Co-Founder & CBO)Prior to co-founding Shotgun, Romain was a Marketing Assistant at Chateau La Coste and Eurocopter.
Tristan Le Corre
(Co-Founder & CEO)Prior to co-founding Shotgun, Tristan was a VC at Science, an M&S at Société Générale, and a Consultant at PwC.
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