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Team Lead Customer Support B2B

Job summary
Permanent contract
Salary: Not specified
Occasional remote
Experience: > 2 years
Education: Master's Degree
Skills & expertise
Generated content


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Job description

About Shotgun


Shotgun is a worldwide event marketplace that enables live event organizers to create amazing events and distribute tickets to evolving communities of users, in France, Brazil, Spain, USA or Mexico.

We've built an intuitive software to help organizers build and grow their community and make the right decisions all throughout their journey. Shotgun allows them to refocus on what really matters to them: artistic direction and event production.

In a world where going out has become a way of life, the mobile application Shotgun is the go-to destination for young people to discover events, buy and resell tickets.

We're building the platform that connects millions of fans to event producers and artists. Our mission is to make people live amazing experiences in the real world.

 📲 Shotgun is the platform for people who live outside: we are the marketplace where social lives are organized

🌎  Don't forget to follow us on Instagram


👀 What we're looking for

We're looking for individuals who want more than just a job. People willing to get out of their comfort zone to reach outstanding goals. Doers who never stop learning. We want people who are talented, optimistic and fun: who set the bar high but don't take themselves too seriously.


👩💻👨 Mission

We are seeking a Team Lead Customer Support to join us and lead our Customer Support team in providing exceptional support to our B2B clients.

You will play a pivotal role in leading and developing our Customer Support team to ensure the delivery of outstanding support to our clients. Reporting directly to our Head of Account Management, you will be responsible for managing the Customer Support team and driving operational excellence in our support services.

Team structure : 3 people in the headquarter team in direct reporting and 2 people in indirect reporting in local markets (Brazil - US - Portugal)


🔨What you will do

Team Leadership :
  • Lead and mentor the B2B Customer Support team to deliver top-notch customer support
  • Provide ongoing coaching and training sessions
  • Implement performance management 
  • Get the team ready for the scale : Hire, train, anticipate peaks of request and staff the team in consequence
  • Analyse data on team performance and tickets drivers
  • Define career paths based on skillsets and levels of expertise 
Customer Support :
  • Oversee the resolution of complex customer issues and escalations, ensuring timely and effective solutions.
  • Be the point of contact for all departments to spread customer feedback and needs company wise
  • Help define and deliver on the SLAs and monitor our main KPIs to ensure perfect reactivity, effectiveness and satisfaction
Process & documentation improvement
  • Identify needs for process implementation and improvement
  • Define standard operating procedures (SOPs) for each type of customer request
  • Build a strong external documentation as part of a self-served strategy and to reduce the contact rate
  • Maintain an up-to-date internal documentation
  • Work on the automation leveraging tech and AI tools to increase efficiency
  • Collaborate with the Operations team to constantly improve our tooling and ways of working 


💡 The job is made for you if you ...

  • Have +2 to 5 years of previous experience in management or team coordination
  • Have a proven track record of effectively managing and prioritizing multiple tasks in a fast-paced environment
  • You are autonomous and you don’t mind getting your hands dirty
  • You are eager to learn, and ready to commit to a fast growing startup
  • You have a previous experience using a customer service tool (Zendesk, Intercom ...)
  • You're French native and speak English fluently (Portuguese is a plus !)


🤩 Perks

✈️ Team Off-sites you won't see elsewhere: We organise every quarter an off-site to gather all team members: 2 to 3 days to mix workshops, master presentations, good food and obviously some nights out.

🕺 Shotgun events vouchers : you will get shotgun credits

🏋️‍♀️ Gymlib: Shotgun promotes sport activity; you will get preferential rates for various sports halls

🌱 Sustainability mobility bonus: in order to encourage the use of sustainable transportation means, you will be granted a contribution if you are using a bike for example to get to work.

🍔 Swile Lunch Card: Lunch card and much more:

💊 Alan Health Insurance: We got you covered with Alan

👶 Childcare

🤝 Hiring process

  1. CV analysis
  2. 1-hour call with our Operations Manager
  3. Case Study
  4. 1-hour call with our Head of Account Management
  5. Q&A - Coffee with the team

The position is to start immediately - Based in Paris ideally.


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