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About the Role

As a Product Support Specialist, you will be the primary technical advisor and advocate for customers, troubleshooting complex product issues, providing expert guidance, and ensuring they maximize value from the platform. You will collaborate cross-functionally to drive product improvements, optimize support processes, and proactively ensure customer success in a fast-paced SaaS environment.

Responsibilities

Serve as the primary point of contact for customers seeking assistance.
Diagnose, replicate, and resolve product issues in collaboration with the engineering team.
Educate customers and highlight gaps in collaboration with education teams to improve Pigment usage.
Collaborate with cross-functional partners to establish processes and identify efficiencies.
Act as the voice of the customer to ensure the product roadmap aligns with customer needs.
Provide excellent customer service and contribute to an award-winning support team.
Proactively monitor customer health and address issues before they are noticed in partnership with engineering and customer success teams.
Continuously learn and develop skills through structured training and development opportunities.

Requirements

Proven ability to take a proactive, hands-on approach to problem-solving with strong curiosity and eagerness to learn.
Strong written and verbal communication skills, with experience collaborating with technical and non-technical stakeholders.
Track record of delivering accurate, detail-oriented work while following structured processes.
Experience quickly learning and adopting new software, tools, and technologies.
Ability to proactively identify, communicate, and escalate issues, blockers, and risks.
Experience working independently, taking ownership, and building trust through empathy and accountability.
Proven ability to manage high-volume, repeatable work while maintaining accuracy, consistency, and quality.
Sound judgment to determine when to follow established processes, recommend improvements, or escalate exceptions.
Strong organizational and prioritization skills, with a history of delivering high-quality work on time.
Track record of delivering exceptional customer service and building trusted relationships.
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 with a customer-first mindset.
2+ years of experience in one or more of the following areas: Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, Financial Planning & Analysis (FP&A) or Financial Modeling.

Skills

Problem-solving
Customer service
Technical support
SaaS
Communication
Collaboration
Organizational skills
Prioritization

Location

Toronto

Work Type

Hybrid

Experience Level

2+ years

Salary/Compensations

$65,000 - $72,000

Benefits

Competitive compensation package
Equity package
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.
Founded in 2019, Pigment is one of the fastest-growing SaaS companies globally.
Industry leaders use Pigment daily to make more informed decisions and confidently navigate any scenario.
The company has 700+ employees across Paris, London, New York, Toronto, San Francisco and Austin.
Pigment has raised nearly $400M from top-tier investors.
Named a Visionary in the 2024 Gartner® Magic Quadrant™ for Financial Planning Software.
Company values include taking smart risks, celebrating bold ideas, challenging the status quo, and working as one team.

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 conduct background checks as part of our hiring process, in accordance with applicable laws and regulations.
Background checks may include verification of employment history, education, and, where legally permitted, criminal records.
Background checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.