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Pigment is an AI-powered business planning and performance management platform serving enterprise customers like Unilever, Snowflake, and Siemens. The company has raised nearly $400M and was named a Visionary in the 2024 Gartner Magic Quadrant for Financial Planning Software.
As a Product Support Specialist, you will be the primary point of contact for customers seeking help with the Pigment platform. Your responsibilities include diagnosing and resolving product issues in close collaboration with the engineering team, educating customers on platform capabilities, and identifying gaps in their usage. You will work cross-functionally to establish support processes and drive efficiencies, serve as the voice of the customer to the Product team to inform roadmap decisions, and proactively monitor customer health to resolve issues before they escalate.
You will contribute to a multi-award-winning support team recognized for best-in-industry customer service. As the platform evolves, you'll have access to structured training and development pathways both within Support and across the organization, enabling you to shape your career growth.
Key responsibilities:
- Provide expert technical assistance and troubleshooting for customers
- Diagnose, replicate, and resolve product issues
- Educate customers and highlight capability gaps
- Develop and optimize support processes
- Communicate customer feedback to Product team
- Proactively manage customer workspace health
- Contribute to continuous improvement of support operations
Requirements:
- Excellent written and interpersonal communication skills
- General technical know-how and ability to learn new software quickly
- Independent, empathetic, and accountable mindset
- Strong project management and time management skills
- Customer service excellence orientation
- Comfortable in global, fast-paced environments
- Experience in one or more of: application support specialist role, technical support in SaaS, or Financial Planning & Analysis (FP&A) / modeling work
- English and French proficiency to professional level
- Ability to work from London or Paris office at least 3 days per week
Helpful qualifications:
- Knowledge of spreadsheets or business planning
- Experience with HTML, CSS, SQL, APIs, or data integrations
- Financial qualifications (Payroll, Accounting, Financial Risk Management, Pensions, etc.)
- Additional language skills
