Product Support Specialist at Pigment in London

Job description

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, Uber, Anthropic, Snowflake or Siemens, use Pigment daily to make more informed decisions and confidently navigate any scenario. With a team of 700+ 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. What You'll 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 organisation, allowing you to shape your career. Who You Are • You have a “can-do” attitude: you’re hands-on and a go-getter. • You have excellent written and interpersonal skills. • You have general technical know-how and an affinity for learning new software. You proactively communicate issues and FYIs so the team stays informed. • You would describe yourself as independent, empathetic, and accountable. • You have strong project management skills and ability to deliver on time. • You prioritise and pride yourself on providing great customer service. • Comfortable working in a global, fast-paced environment as part of an international team. • You have experience in one or more of the following: (i) as an application support specialist, (ii) in a technical support role in the SaaS world, (iii) and/or working in a Financial Planning & Analysis (FP&A) or Modeling role. • You speak English and French to a professional proficiency. • You are able to work from the London / Paris office at least 3 days a week. Helpful • Knowing a thing or two about spreadsheets or business planning 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) • An additional language is also great. What We Offer • Competitive package • Stock options to ensure you have a stake in Pigment's growth • Bike2work scheme – save on a new bike and gear while commuting the greener way • Trust and flexible working hours • Along with one c