Care Analyst Americas (based in São Paulo)
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
Applications from LGBTQIAP+, black & indigenous community will be prioritized!!!
👀 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
Reporting to the Care team which is composed of 4 people internationally, your mission will be to create a close relationship with our users and festival-goers to ensure the best possible customer experience, during the week and weekends. You'll be dealing with users from the USA and from Brazil.
🔨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 good 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
🧰 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 a first month spent in our office São Paulo, you will be able to have two days remote per week.
✈️ Team Off-sites you won't see elsewhere: We organise 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 will get shotgun credits
🍔 Swile Lunch Card: Lunch card
💊 Sul América Health Insurance: We got you covered with Sul América
🔃 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 (1 hour)
- Take-home case study, followed by a short debrief with our Brazilian Care Team (30 minutes)
- Interview with our Global Head of Care (1 hour)
- Interview with our Brazil Country Manager & VP Sales Brazil (1 hour)
- Department
- Operation
- Locations
- São Paulo
- Remote status
- Hybrid Remote
São Paulo
Care Analyst Americas (based in São Paulo)
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