Product Support Specialist Team Lead (Toronto) - Contract

Since our founding in 2019, Pigment has become one of the fastest-growing SaaS companies in the world today. Our product, a highly efficient Enterprise Performance Management (EPM) platform is helping companies achieve their financial goals by quickly responding to dynamic factors in their respective markets including Tech, Retail, CPG & Financial Services. 

In less than 5 years, Pigment has grown to over 450 employees across offices in New York, Toronto, London, Paris and soon San Mateo, and attracted a total of $393M in investment from some of the top Venture Capital firms globally.

We serve companies including Unilever, Deliveroo, Gong and Brex to name a few!

We’re looking for a contract team lead within our Product Support organization to cover parental leave. 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. This contract will be for 18 months and we expect growth in the team in that time period.

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 a 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.
• Responsible for assigning project owners within your team so that everyone can contribute to building our world-class enterprise support operation.
• Manage the Hiring Process for Product Support Specialists in North America.

Who You Are:

• 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 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.

We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully, with candidate consent, and information will be treated confidentially.

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, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.