Customer Care Analyst Americas

Applications from LGBTQIAP+, black & indigenous community will be prioritized.

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, Portugal and the USA.

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

As part of our Care team, your mission is to deliver an outstanding customer experience to our global community of users and festival-goers. You will support our B2C audience across the United States, Portugal, and Brazil, helping them navigate the Shotgun platform with clarity, empathy, and efficiency.

You'll play a key role in building trust, solving issues and guiding users through their journey — ensuring they feel supported at every step, both during the week and on weekends.

What you will do

As a Care Analyst Americas, your main missions will be to :

• Respond promptly and professionally to customer inquiries, providing accurate information and resolving issues effectively;
• Update and maintain customer databases and records accurately to ensure all information is up to date and easily accessible;
• Participate in improving existing processes;
• Report customer issues or suggestions to the local Care Team with the aim of constantly improving the user experience;
• Communicate with the international team to stay connected and make teamwork and team spirit a priority.

The job is made for you if you are...

• You have a strong business sense and a solid academic background
• You have at least 1 year of experience in Customer Care/B2C Support
• 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 have an excellent proficiency in Portuguese speaking and writing
• You have a intermediate/advanced level of English (French is a huge +)
• 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
• You are able to work on weekends

Tools that are most used

You don't need to have experience with it, don't worry. This is just for you to know.

• Zendesk
• Notion
• Metabase

Perks 

Hybrid: After your first month working from our São Paulo office, you'll be able to enjoy flexible remote work days.

Team Off-sites you won't see elsewhere: We organize off-sites 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'll receive Shotgun credits to enjoy events on our platform.

Swile: Meal perks provided through your Swile card.

Alice Health Insurance: Health coverage with Alice

TotalPass: Access to a wide network of gyms and wellness activities through TotalPass.

Hiring Process

We like to move fast but want to give you a chance to meet as much team members as possible:

• Introductory meeting with the Brazilian Care Team Lead (30 minutes)
• Take-home case study, followed by a short debrief with our Brazilian Team (1 hour)
• Interview with our Global Head of Customer Service (1 hour)
• Interview with our Brazil Country Manager (1 hour)

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