As a Product Operations Specialist, you will play a key role in helping Pigment’s Support team scale by owning a high-volume category of Technical Operations tickets.
These tickets follow structured Standard Operating Procedures and represent approximately 35%–40% of total Support request volume. Your focus will be on executing these workflows accurately, consistently, and efficiently, while ensuring customers continue to receive the high-quality service Pigment is known for.
You will work closely with Product Specialists, Support Managers, Engineering, and cross-functional partners to resolve operational requests, identify process improvements, and help make Support more scalable.
This is a hybrid role in our Toronto office.
What You'll Do:
Provide Operational Assistance: Serve as a key point of contact for Technical Operations tickets, ensuring requests are handled accurately, efficiently, and in line with documented processes.
Own Technical Operations Workflows: Manage structured operational requests such as workspace provisioning, SSO configuration support, environment and deployment amendments, and other repeatable workflows that follow established SOPs.
Manage High-Volume Support Tickets: Take ownership of ticket categories that represent a significant portion of Support volume, helping the wider team focus on more complex, ambiguous, or specialist-level customer issues.
Problem Solve Within Defined Processes: Diagnose, replicate, and resolve technical operations issues where there is a clear workflow, runbook, or escalation path. When issues fall outside the expected process, escalate to the appropriate Product Specialist, Engineering team, or Support Manager.
Develop and Own Processes: You will not only execute operational workflows, but also take ownership of improving them. You will work closely with cross-functional partners to identify inefficiencies, improve SOPs, reduce manual effort, and create more scalable ways of working.
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.
Educate our Customers and Internal Teams: Work closely with customers, Product Specialists, and education teams by identifying recurring questions, documentation gaps, and opportunities to help customers and internal teams better use Pigment.
Be the Voice of the Customer: Surface recurring Technical Operations issues, patterns, and friction points to help our Product, Engineering, Support, and Customer Success teams better understand customer needs.
Proactively Monitor Customer Health: Work with our Engineering and Customer Success teams to support customer workspaces and help fix operational issues before they are noticed by customers.
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:
- 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
- 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.
- 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.
- 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.
Bonus Points:
- Spreadsheets or business planning knowledge 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.
- Experience working with support ticketing systems, operational queues, SOPs, internal playbooks, or knowledge bases would be helpful.
- Experience using tools such as Notion, FreshDesk, Jira, DataDog, or similar platforms would be beneficial.
What We Offer:
- Competitive compensation package (highly competitive base salary, equity package, and comprehensive benefits).
- 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, London and San Francisco
- High-end equipment (based on stock/availability) to do your work in the best conditions
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 toward 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 changing our views, and approach conversations with empathy, knowing everyone is trying to do the best for Pigment.
Champion our Customers: We lead with empathy, solve what matters, and deliver clarity in a complex world to make our customers heroes in their organizations.
#LI-SJ1
Skills Required
- 2+ years experience in application support, technical support (SaaS), support operations, product operations, customer operations, or FP&A/financial modeling
- Strong written and verbal communication skills with technical and non-technical stakeholders
- Ability to follow structured processes, deliver detail-oriented accurate work, and maintain high quality
- Experience learning and adopting new software, tools, and technologies quickly
- Ability to proactively identify, communicate, and escalate issues, blockers, and risks
- Experience working independently, taking ownership of outcomes, and building trust
- Proven ability to manage high-volume, repeatable work while maintaining accuracy and consistency
- Sound judgment to know when to follow processes, recommend improvements, or escalate
- Strong organizational and prioritization skills with a history of delivering on time
- Track record of exceptional customer service and building trusted relationships
- Experience collaborating effectively in a fast-paced, distributed global environment
- Experience partnering with cross-functional teams and balancing competing priorities
- Familiarity with spreadsheets or business planning
- Experience with HTML, CSS, SQL, APIs, or data integrations
- Experience with support ticketing systems, operational queues, SOPs, playbooks, or knowledge bases
- Experience using Notion, FreshDesk, Jira, DataDog, or similar platforms
- Any financial qualification (Payroll, Accounting, Financial Risk Management, Pensions, etc.)
- Professional proficiency in French or German
What We Do
In a world moving at an incredibly fast pace, businesses have grown accustomed to change. Transforming their business model, pivoting their strategy, rethinking their go-to-market, the list goes on. To enable these changes, they have also had to rethink the way they work. Breaking down silos isn’t a best practice anymore. It’s a given. And yet, when it comes to planning, little has changed. In fact, planning tools work the exact opposite way, reinforcing data and people silos, and preventing teams from working together toward their common goals. As a result, planning is usually seen as a dreadful process. But the truth is, planning drives strategy. It’s high time we serve it with the right tools. Pigment is the business planning platform for fast-growing companies. Our mission is to help companies make better, faster decisions in a changing world, and drive revenue growth. At Pigment we believe that: ✅ Real-time data informs better outcomes. Trim your sail, and make the best use of current winds. ✅ Reporting should be accurate, quick, and insightful. ✅ Planning should be simple, smooth, and delightful. ✅ Less time should be spent on data crunching, more time on bringing insights to the business. ✅ Collaboration should be at the heart of any planning process, so your organization works as one. Book your demo today ? https://www.gopigment.com/contact We’re hiring! Check out our offers: https://jobs.lever.co/pigment
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