Product Support Specialist Team Lead

About The Role

As a team lead within our Product Support organization, 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 is a hybrid role based in our Toronto office.

• 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, including leveraging AI and automation tools, 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.

• Manage the Hiring Process for Product Support Specialists in your region.

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 can prioritize and make informed decisions alongside other team leaders, and bring excellent written and interpersonal skills to the role.

• You're comfortable evaluating and adopting AI and automation tools to streamline support processes and improve team efficiency.

• 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 compensation package (Highly competitive base salary, equity package, and comprehensive benefits).

We encourage you to take the time you need. When you work hard, we know you also need to rest, which is why we offer generous time off and parental leave policies.

High-end equipment to do your work in the best conditions.