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 Rag

Time, 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\n\n

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