Product Support Specialist Team Lead

Our story so far...
Pigment’s mission is to enable people and businesses to make better decisions.
Founded in 2019 by Romain Niccoli (ex founder and CTO of Criteo) and Eléonore Crespo (Index Ventures and Google), Pigment is a fast-growing international scale-up that raised $240M+ to become the central business planning solution powering Finance, HR, Sales, and Marketing decisions.
We serve fast-growing companies including Gong, Carta, Ledger, Deliveroo, Brex, Melio, and Spendesk to name a few!
We have offices in Paris, London, New York and Toronto.
What we do
Pigment is a SaaS planning platform that enables any business to play with business data in a safe, fun and collaborative environment.
It is an intuitive platform, which anyone can use and understand, that allows leaders and teams to analyze all of their business data better and anticipate the impact of their decisions with unprecedented speed and flexibility.
Join a forward-thinking team (from Meta, Google, Criteo, Datadog and others) that likes to move fast, work smart and solve big challenges as a team on this exciting journey!

As a team lead within our Product Support organization, you will support a team of product experts that help customers derive value from Pigment. This team helps in many areas, be it troubleshooting modeling issues, sharing helpful resources or reproducing bugs that have been reported.

What you’ll do

• Act as the lead and mentor to your team of Product Support Specialists to provide exceptional service to customers and partners. 
• Set performance expectations, monitor performance and coach with constructive feedback to ensure targets are met.
• Foster a collaborative, open and positive team culture that welcomes knowledge sharing, documentation and continuous improvement.
• Be an technically savvy expert to guide your team members through more complex investigations, including calling on cross-functional experts when needed.
• Act as a point of escalation with customers and other teams to resolve complex scenarios, including collecting feedback to improve in the future.
• Identify areas for process enhancement and efficiency gains within the support workflows, and work with other team leaders to establish clear lines of communication and ownership.
• Track and analyze support metrics and be responsible for reporting on a regular basis to help make informed decisions on the team’s strategy and resourcing.
• Own the support techstack and be responsible for assigning project owners within your team so that everyone can contribute to building our world-class enterprise support operation.
• You will work 1-week on-call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month.

Who are you

• You have experience in one or more of the following: (i) as a senior application support specialist, (ii) in a technical support lead role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
• You care deeply about ensuring customers get efficient, personable help from a team that values transparency and integrity.
• You have a “can-do” attitude: you’re hands-on and a go-getter.
• You can prioritize and make informed decisions alongside other team leaders.
• You have excellent written and interpersonal skills.
• You have strong leadership skills with the ability to motivate, mentor and develop a team to achieve performance goals.
• You have a proven track record of effectively analyzing complex issues, identifying root causes and creating action plans to address them.
• You have strong project management skills and ability to motivate a team to deliver on time. 
• Comfortable working in a remote, fast-paced environment as part of an international team.
• You speak English to a professional proficiency.

Nice to have

• Knowing a thing or two about spreadsheets, business planning or BI is beneficial.
• You don’t have to be a developer but having dabbled in HTML, CSS, SQL, APIs or Data Integrations would definitely be a big plus.
• Any financial qualification would be highly desirable (Payroll, Accounting, Financial Risk Management, Pensions etc)
• Relevant certifications in customer support, project management, or ITIL
• An additional European language is also great.

Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace.  All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability,  sex (including pregnancy), sexual orientation,