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.

What we offer

• Competitive package
• Equity
• Healthcare
• Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
• High-end equipment (based on stock/availability) to do your work in the best conditions.
• Hybrid remote policy

How we work

• Thrive Together: We can only win as a team. We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day. Delivering means building a passionate Pigment community
• Go for it: We are biased towards action. Every action leads to learning and these learnings get us one step closer to our mission
• Be real, be humble: We are generous with our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment