Customer Care Coordinator - French & Iberia Market

Job description

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. What we're looking for As Shotgun grows, so does our ambition. We're branching out into new territories, inaugurating fresh ventures, and, in the process, assembling new teams. Our pathway to success lies in our analytical rigor and exhaustive exploration of every opportunity. 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 As Care Coordinator, you'll be the first point of contact for our users, ensuring they have the best experience from ticket purchase to event day. What you'll be doing at Shotgun Understand our user requests in order to provide them with an appropriate response as quickly as possible and in compliance with our general terms and conditions; Identify recurring issues and think about solutions to solve them or give a quicker answer (automation, creation of macros, shortcuts, etc.); Pass on information about customer issues or suggestions to the various teams (tech, product, production, logistics...) with the aim of constantly improving our users' experience; Participate in improving/diversifying app and website content related to the customer experience (FAQ, refund policy, etc.), as well as processes; Communicate with international teams to stay connected and keep teamwork as a priority. The job is made for you if... Your empathy is legendary and you genuinely love to help others You know how to find the right words and the right solutions in any situation You are fluent in French and Portuguese, have a good level in English , written and spoken. You are a structured, organized and rigorous person You are self-efficient, autonomous , and you don’t mind getting your hands dirty You are eager to learn , and ready to commit to a fast growing startup A first experience in customer service isn’t mandatory if you have the right mindset! Show us what you’ve got! Additional information Contract Type: Permanent Full-time Location : Lisbon Salary range : 18k€ to 22k€ Perks 🍽️ Meal vouchers (depending on working days) ✈️ Team off-sites and team moments: we organise a lot of team moments at Shotgun, because the team is precious to us! 🕺 Shotgun events vouchers : you will get shotgun credits every quarter 🏥 Legal healthcare