Product Support Specialist Team Lead

The role

You will lead and mentor a team of Product Support Specialists who help customers get value from Pigment. You will handle escalations, coach your team, track support metrics, and manage the hiring of Product Support Specialists in your region.

What you will do

• Lead and mentor your team of Product Support Specialists to give customers and partners excellent service
• Set performance expectations, monitor performance and coach with constructive feedback
• Foster a collaborative, open and positive team culture that welcomes knowledge sharing and continuous improvement
• Guide team members through complex technical investigations, including calling on cross-functional experts
• Act as the escalation point with customers and other teams to resolve complex scenarios
• Identify process enhancements and efficiency gains, including AI and automation tools
• Track and analyze support metrics and report regularly to inform strategy and resourcing
• Own the support tech stack and assign project owners within your team
• Manage the hiring process for Product Support Specialists in your region

Required qualifications

• 5+ years of experience as a senior application support specialist, in a technical support lead role in SaaS, and/or in an FP&A or modeling role (one or more of these)
• Strong leadership skills to motivate, mentor and develop a team
• Proven track record of analyzing complex issues, identifying root causes and creating action plans
• Strong project management skills and ability to motivate a team to deliver on time
• Excellent written and interpersonal skills
• Ability to prioritize and make informed decisions alongside other team leaders
• Comfortable evaluating and adopting AI and automation tools
• Comfortable working in a remote, fast-paced environment as part of an international team
• Professional proficiency in English

Nice to have

• Knowledge of spreadsheets, business planning or BI
• Experience with HTML, CSS, SQL, APIs or data integrations
• Financial qualification such as payroll, accounting, financial risk management or pensions
• Relevant certifications in customer support, project management, or ITIL
• An additional European language

Benefits

• Competitive compensation package with highly competitive base salary
• Equity package
• Comprehensive benefits
• Generous time off
• Parental leave
• High-end equipment

Before you apply

• Pigment conducts background checks, which may include employment history, education and, where legally permitted, criminal records, done with candidate consent before contracts are signed

About the company

Pigment is an AI-powered business planning and performance management platform founded in 2019. It has 700+ employees across Paris, London, New York, Toronto, San Francisco and Austin.