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About the Role

As a Product Operations Specialist, you will play a key role in helping Pigment’s Support team scale by owning a high-volume category of Technical Operations tickets. These tickets follow structured Standard Operating Procedures and represent approximately 35%–40% of total Support request volume. Your focus will be on executing these workflows accurately, consistently, and efficiently, while ensuring customers continue to receive the high-quality service Pigment is known for. You will work closely with Product Specialists, Support Managers, Engineering, and cross-functional partners to resolve operational requests, identify process improvements, and help make Support more scalable.

Responsibilities

Serve as a key point of contact for Technical Operations tickets, ensuring requests are handled accurately, efficiently, and in line with documented processes.
Manage structured operational requests such as workspace provisioning, SSO configuration support, environment and deployment amendments, and other repeatable workflows that follow established SOPs.
Take ownership of ticket categories that represent a significant portion of Support volume, helping the wider team focus on more complex, ambiguous, or specialist-level customer issues.
Diagnose, replicate, and resolve technical operations issues where there is a clear workflow, runbook, or escalation path. Escalate issues outside the expected process to the appropriate Product Specialist, Engineering team, or Support Manager.
Execute operational workflows and take ownership of improving them by identifying inefficiencies, improving SOPs, reducing manual effort, and creating more scalable ways of working.
Provide a great customer experience when dealing with cases and contribute to a multi-award-winning Support team.
Identify recurring questions, documentation gaps, and opportunities to help customers and internal teams better use Pigment.
Surface recurring Technical Operations issues, patterns, and friction points to help Product, Engineering, Support, and Customer Success teams better understand customer needs.
Support customer workspaces and help fix operational issues before they are noticed by customers.
Continuously learn and develop yourself through structured training opportunities and development pathways.

Requirements

2+ years of experience in Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, Financial Planning & Analysis (FP&A), or Financial Modeling.
Strong written and verbal communication skills, with experience collaborating effectively with both technical and non-technical stakeholders.
Track record of delivering accurate, detail-oriented work while following structured processes and maintaining a high standard of quality.
Ability to proactively identify, communicate, and escalate issues, blockers, and risks.
Experience working independently, taking ownership of outcomes, and building trust through empathy and accountability.
Proven ability to manage high-volume, repeatable work while maintaining accuracy, consistency, and quality.
Track record of delivering exceptional customer service and building trusted relationships with internal and external stakeholders.
Experience collaborating effectively in a fast-paced, global environment as part of a distributed team.
Experience partnering with cross-functional teams, managing internal requests, and balancing competing priorities while maintaining a customer-first mindset.

Skills

Spreadsheets knowledge
Business planning knowledge
HTML
CSS
SQL
APIs
Data Integrations
Support ticketing systems
Operational queues
SOPs
Internal playbooks
Knowledge bases
Notion
FreshDesk
Jira
DataDog

Location

Toronto

Work Type

Hybrid

Experience Level

2+ years

Salary/Compensations

$63,000 - $70,000

Benefits

Competitive compensation package
Equity package
Comprehensive benefits
Generous time off
Parental leave policies
Company offsite
Brand new offices
High-end equipment

About the Company

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 600+ across Paris, London, New York, Toronto, San Francisco and Austin, 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.

Equal Opportunity

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.