Product Support Specialist

Pigment • Toronto, ON

2d • Hybrid

About The Position

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 Quadrantâ„¢ 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.

Requirements

• Proven ability to take a proactive, hands-on approach to solving problems, with a strong curiosity and eagerness to learn new skills and technologies.
• 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.
• Experience quickly learning and adopting new software, tools, and technologies.
• Ability to proactively identify, communicate, and escalate issues, blockers, and risks to keep work moving forward.
• 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.
• Sound judgment to determine when to follow established processes, when to recommend improvements, and when to 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 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.
• 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.

Responsibilities

• Serve as the primary point of contact for customers seeking help.
• Diagnose, replicate, and resolve product issues, working closely with the engineering team.
• Work closely with customers and education teams, highlighting gaps and helping to upskill customers to better use Pigment.
• Work closely with cross-functional partners to establish processes and seek out efficiencies.
• Work closely with the Product team to ensure the roadmap is closely aligned with customer needs.
• Provide a great customer experience when dealing with cases and contribute to a multi-award winning support team.
• Work with engineering and customer success teams to manage customer workspaces and fix problems before they are noticed.
• Continuously learn and develop yourself through structured training opportunities and development pathways.

Benefits

• Structured training opportunities and development pathways.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed