Product Support Specialist Team Lead

Summary

Join Pigment, a rapidly growing SaaS company, as a contract Team Lead for Product Support! This 18-month contract role involves leading and mentoring a team of product support specialists, ensuring exceptional customer service. You will foster a collaborative team culture, guide your team through complex investigations, and act as a point of escalation for resolving complex issues. Responsibilities include tracking support metrics, identifying process improvements, managing the hiring process, and assigning project owners. This role requires strong leadership, technical expertise, and experience in application support or a related field.

Requirements

• You have 5+ years of experience in one or more of the following: (i) as a senior application support specialist, (ii) in a technical support lead role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role
• You care deeply about ensuring customers get efficient, personable help from a team that values transparency and integrity
• You have a “can-do” attitude: you’re hands-on and a go-getter
• You can prioritize and make informed decisions alongside other team leaders
• You have excellent written and interpersonal skills
• You have strong leadership skills with the ability to motivate, mentor and develop a team to achieve performance goals
• You have a proven track record of effectively analyzing complex issues, identifying root causes and creating action plans to address them
• You have strong project management skills and ability to motivate a team to deliver on time
• Comfortable working in a remote, fast-paced environment as part of an international team
• You speak English to a professional proficiency

Responsibilities

• Act as the lead and mentor to your team of Product Support Specialists to provide exceptional service to customers and partners. Set performance expectations, monitor performance and coach with constructive feedback to ensure targets are met
• Foster a collaborative, open and positive team culture that welcomes knowledge sharing, documentation and continuous improvement
• Be a technically savvy expert to guide your team members through more complex investigations, including calling on cross-functional experts when needed
• Act as a point of escalation with customers and other teams to resolve complex scenarios, including collecting feedback to improve in the future
• Identify areas for process enhancement and efficiency gains within the support workflows, and work with other team leaders to establish clear lines of communication and ownership
• Track and analyze support metrics and be responsible for reporting on a regular basis to help make informed decisions on the team’s strategy and resourcing
• Responsible for assigning project owners within your team so that everyone can contribute to building our world-class enterprise support operation
• Manage the Hiring Process for Product Support Specialists in North America

Preferred Qualifications

• Knowing a thing or two about spreadsheets, business planning or BI 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)
• Relevant certifications in customer support, project management, or ITIL
• An additional European language is also great