Product Support Specialist Team Lead
Core
Lead a team of Product Support Specialists to help customers derive value from Pigment's AI-powered business planning platform by troubleshooting modeling issues, reproducing bugs, and providing technical guidance.
Role type
Senior IC Product Support Team Lead
Builds
Enterprise support operation for Pigment's SaaS platform
Domain
SaaS / Financial Planning & Analysis (FP&A)
Deliverable
client delivery
Required skills
Team leadership and mentorship, technical troubleshooting, process optimization, project management, data analysis, hiring management
Preferred skills
Knowledge of spreadsheets, business planning, or BI, familiarity with HTML/CSS/SQL/APIs, financial qualifications, customer support certifications
Technologies
AI tools, automation tools, support techstack
Responsibilities
Mentor Product Support Specialists, set performance expectations and coach team members, act as escalation point for complex customer scenarios, identify process enhancements and leverage AI/automation, track and analyze support metrics, own the support techstack, manage the hiring process for the region
Seniority
Senior, hands-on IC with team leadership
