Product Support Team Lead

il y a 2 semaines

JoursenVaux, Bourgogne-Franche-Comté, France Pigment Temps plein
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 and French or German to a professional proficiency. Exceptional candidates without a second European language can still be considered.
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
  • Stock options to ensure you have a stake in Pigment's growth
  • Bike2work scheme – save on a new bike and gear while commuting the greener way
  • Trust and flexible working hours
  • Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London
  • High-end equipment (based on stock/availability) to do your work in the best conditions
  • Remote-friendly environment
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
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 prior to formal employment contracts being signed, 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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