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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.

Responsibilities

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.

Requirements

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.
Care deeply about ensuring customers get efficient, personable help from a team that values transparency and integrity.
Ability to prioritize and make informed decisions alongside other team leaders.
Comfortable evaluating and adopting AI and automation tools to streamline support processes and improve team efficiency.
Strong leadership skills with the ability to motivate, mentor and develop a team to achieve performance goals.
Proven track record of effectively analyzing complex issues, identifying root causes and creating action plans to address them.
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.
Speak English to a professional proficiency.

Skills

Excellent written and interpersonal skills
Spreadsheets
Business planning
BI
HTML
CSS
SQL
APIs
Data Integrations
Financial qualification
Customer support certifications
Project management certifications
ITIL certifications
Additional European language

Location

Toronto
Remote

Work Type

Hybrid
Remote

Experience Level

5+ years

Education Level

Relevant certifications in customer support, project management, or ITIL

Salary/Compensations

$85,000 - $100,000 a year

Benefits

Competitive compensation package (Highly competitive base salary, equity package, and comprehensive benefits).
Generous time off
Parental leave policies
High-end equipment

About the Company

Pigment is the AI-powered business planning and performance management platform built for agility and scale.
Connects 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.
Team of 600+ across Paris, London, New York, Toronto, San Francisco and Austin.
Raised nearly $400M from top-tier investors.
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.
Driven by innovation and ready to make an impact at scale.

Equal Opportunity

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.