Product Support Specialist Team Lead - Toronto, Canada - Pigment

Pigment

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Our story so far...
Pigment's mission is to enable people and businesses to make better decisions.

Founded in 2019 by Romain Niccoli (ex founder and CTO of Criteo) and Eléonore Crespo (Index Ventures and Google), Pigment is a fast-growing international scale-up that raised $240M+ to become the central business planning solution powering Finance, HR, Sales, and Marketing decisions.

We serve fast-growing companies including Gong, Carta, Ledger, Deliveroo, Brex, Melio, and Spendesk to name a few

We have offices in Paris, London, New York and Toronto.

What we do

Pigment is a SaaS planning platform that enables any business to play with business data in a safe, fun and collaborative environment.

It is an intuitive platform, which anyone can use and understand, that allows leaders and teams to analyze all of their business data better and anticipate the impact of their decisions with unprecedented speed and flexibility.

Join a forward-thinking team (from Meta, Google, Criteo, Datadog and others) that likes to move fast, work smart and solve big challenges as a team on this exciting journey

What you'll do:

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 an technically savvy expert to guide your team members through more complex investigations, including calling on crossfunctional 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, 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 worldclass enterprise support operation.
You will work 1week oncall covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month.

Who are you:

You care deeply about ensuring customers get efficient, personable help from a team that values transparency and integrity.
You have a "cando" attitude: you're handson and a gogetter.
You can prioritize and make informed decisions alongside other team leaders.
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, fastpaced 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

What we offer:

Competitive compensation package
Stock options to ensure you have a stake in Pigment's growth
Comprehensive benefits, including medical, dental, & vision insurance coverage for you & your loved ones
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
Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, Toronto, Paris, and London
Highend equipment (based on stock/availability) to do your work in the best conditions
Employersponsored 401(k), enabling you to prepare for retirement

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