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Pigment
Enterprise Software, SaaS, Business Intelligence, Financial Planning & Analysis (FP&A), Corporate Pe

Product Support Specialist

Toronto, Ontario, CanadaHybridFull TimeCA$65,000–CA$72,000 /yrPosted 1 month ago

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Role summary

Pigment is seeking a Product Support Specialist to join their fast-growing SaaS company. This role involves providing expert assistance to customers, diagnosing and resolving product issues, and educating users. The specialist will act as the voice of the customer, collaborating with Product and Engineering teams to improve the platform and ensure customer success. The role requires strong problem-solving, communication, and organizational skills, with a minimum of 2 years of experience in areas like Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, or Financial Planning & Analysis (FP&A)/Financial Modeling. Pigment offers a dynamic, global work environment with opportunities for growth.

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.

As a Customer Support Specialist at Pigment, you will play a critical role in delivering an exceptional customer experience by serving as a trusted technical advisor and advocate.

You'll partner closely with customers to troubleshoot complex product issues, provide expert guidance, and empower them to get the most value from the platform.

Working cross-functionally with Engineering, Product, Customer Success, and Education, you'll help shape product improvements, optimize support processes, and proactively drive customer success.

This role is ideal for someone who thrives in a fast-paced SaaS environment, enjoys solving technical challenges, and is passionate about building lasting customer relationships while continuously learning and growing.

Please note hours for this role are 11AM to 8PM EST. 

Starting compensation is $65,000 - $72,000 CAD

What You Will 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 organization, allowing you to shape your career.

    • Who You Are:

    • 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

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