Product Support Specialist

Job description

**Join Pigment: The AI Platform Redefining Business Planning** 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. ### What You'll Do - **Provide Expert Assistance:** serve at the primary point of contact for customers seeking help. - **Problem Solve:** Diagnose, replicate, and resolve product issues working closely with our engineering team. - **Educate our Customers:** Work closely with our customers and our education teams, highlighting gaps and helping to upskill customers to better use Pigment. - **Develop Processes:** You will work closely with cross-functional partners to establish process and seek out efficiencies. - **Be the Voice of the Customer:** Work closely with our Product team to ensure our roadmap is closely aligned with our customer needs. - **Provide Outstanding Service:** Customer Service is at the heart of our operation, you’ll provide a great customer experience when dealing with cases, and contribute to a multi-award winning support team, recognised for its best in industry customer service. - **Proactively Monitor Customer Health:** Work with our engineering and customer success teams to manage customer workspaces, and fix problems before they are noticed. - **Continuously Learn and Develop Yourself:** As we innovate and evolve our products, we’re equally committed to supporting your growth. We offer a variety of structured training opportunities and development pathways, both within the Support function and across other areas of the organisation, allowing you to shape your career. ### Who You Are - You have a “can-do” attitude: you’re hands-on and a go-getter. - You have excellent written and interpersonal skills. - You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed. - You would describe yourself as independent, empathetic, and accountable. - You have strong project management skills and ability to deliver on time. - You prioritise and pride yourself on providing great customer service. - Comfortable working in a global, fast-paced environment as part of an international team. - You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role. - You speak English and French to a professional proficiency. - You are able to work from the London / Paris office at least 3 days a week. ### Helpful - Knowing a thing or two about spreadsheets or business planning 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) - An additional language is also great. ### What We Offer - Competitive package - Stock options to ensure you have a stake in Pigment's growth - Bike2work scheme – save on a new bike and gear while commuting the greener way - Trust and flexible working hours - Along with one company offsite every year, we have brand new offices at the heart of major cities including New York, San Francisco, Toronto, Paris, and London - High-end equipment (based on stock/availability) to do your work in the best conditions - Remote-friendly environment ### How We Work - **Champion our Customers:** We lead with empathy, solve what matters, and deliver clarity in a complex world to make our Customers heroes in their organisations - **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 our feedback, open to change our views and we approach it with empathy knowing everyone is trying to do the best for Pigment