Join Pigment: The AI Platform Redefining Business Planning
Pigment is the AI-powered business planning and performance management platform built for agility and scale. We connect people, data, and processes in one intuitive, feature-rich solution, empowering every team—from Finance to HR—to build, adapt, and align strategic plans in real time.
Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally. Industry leaders like Unilever, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.
With a team of 500+ across Paris, London, New York, San Francisco, and Toronto, we've raised nearly $400M from top-tier investors and were named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.
At Pigment, we take smart risks, celebrate bold ideas, and challenge the status quo—all while working as one team. If you're driven by innovation and ready to make an impact at scale, we’d love to hear from you.
As a team lead within our industry-leading Product Support team, you will support a team of product experts that help derive value from Pigment, through enablement, and removing friction. The Product Support team helps in a variety of areas, including Bug Reproduction, giving Modeling Advice, and supporting our engineering team with DevOps tasks such as Database Migrations, and SSO Configuration.
What you’ll do
Act as the lead and mentor to your team of Product Support Specialists with the goal of enabling them in providing exceptional service to customers and partners.
Set performance expectations, monitor performance and coach with constructive feedback to ensure targets are met.
Complete random Ticket QA (Quality Assurance) checks to ensure Specialists are meeting the Technical Standards, and Values in their customer interactions.
Own Control Rooms/Incidents as the Support Lead, ensuring that any issues are being progressed, and communications are managed appropriately.
Conduct regular 1:1s with Specialists, focusing on both what success in their current role looks like, and deeper support in progressing their careers.
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.
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.
Manage the Hiring Process for Product Support Specialists in your region.
Who are you
You have 5+ years of 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 prioritise and make informed decisions alongside other team leaders.
You have a proven track record of effectively analysing complex issues, identifying root causes and creating action plans to address them.
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 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.