Product Support Specialist Team Lead
Posted on 11/30/2023
INACTIVE
Pigment

201-500 employees

Integrated platform for strategic and operational business planning
Company Overview
Pigment is a company that excels in providing an integrated platform for business teams to build strategic and operational plans, consolidating large amounts of data in real-time and enabling dynamic modeling. Their system promotes collaboration and efficiency, allowing teams to focus on data analysis rather than preparation, and offers features like real-time what-if scenarios, shared metrics for data integrity, and direct conversations on the platform. Trusted by industry leaders such as Klarna, Figma, and Airtable, Pigment demonstrates a competitive edge in facilitating growth, adaptability, and informed decision-making in businesses.
B2B

Company Stage

Series C

Total Funding

$259.2M

Founded

2019

Headquarters

Paris, France

Growth & Insights
Headcount

6 month growth

21%

1 year growth

52%

2 year growth

297%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
SQL
HTML/CSS
CategoriesNew
IT & Security
Requirements
  • Experience as a senior application support specialist or in a technical support lead role in the SaaS world
  • Experience working in a Financial Planning & Analysis (FP&A) or Modeling role
  • Excellent written and interpersonal skills
  • Strong leadership skills with the ability to motivate, mentor, and develop a team
  • Proven track record of effectively analyzing complex issues and creating action plans
  • Strong project management skills
  • Comfortable working in a remote, fast-paced environment
  • Proficiency in English
Responsibilities
  • Act as the lead and mentor to a team of Product Support Specialists
  • Provide exceptional service to customers and partners
  • Set performance expectations and monitor performance
  • Foster a collaborative and positive team culture
  • Guide team members through complex investigations
  • Act as a point of escalation for resolving complex scenarios
  • Identify areas for process enhancement and efficiency gains
  • Track and analyze support metrics
  • Own the support techstack
  • Work on-call covers of P1 tickets
  • Report on support metrics and make informed decisions
  • Assign project owners within the team
  • Contribute to building a world-class enterprise support operation
Desired Qualifications
  • Knowledge of spreadsheets, business planning, or BI
  • Experience with HTML, CSS, SQL, APIs, or Data Integrations
  • Financial qualification (Payroll, Accounting, Financial Risk Management, Pensions, etc.)
  • Relevant certifications in customer support, project management, or ITIL
  • Additional European language proficiency