- Company Name
- Pigment
- Job Title
- Product Support Team Lead
- Job Description
-
**Job Title**
Product Support Team Lead
**Role Summary**
Lead, coach, and develop a high‑performance team of Product Support Specialists in a SaaS financial‑planning platform. Drive exceptional customer service, maintain quality standards, and streamline support processes. Own incident management, on‑call rotations, and regional hiring.
**Expectations**
- Deliver top‑tier, timely support to internal and external stakeholders.
- Meet or exceed defined service metrics and quality benchmarks.
- Foster a collaborative, transparent, and goal‑oriented team culture.
- Continuously improve support workflows and knowledge base.
**Key Responsibilities**
- Mentor and manage a team of Product Support Specialists; conduct regular 1:1s and performance reviews.
- Set clear performance goals, monitor KPIs, and provide constructive feedback.
- Perform random QA checks on tickets to ensure compliance with technical standards and company values.
- Own Control Rooms/Incidents as Support Lead, ensuring efficient escalation, resolution, and communication.
- Identify process gaps, propose enhancements, and coordinate with cross‑functional leaders on ownership and implementation.
- Cover P1 tickets on a rotating one‑week on‑call schedule (up to one week per month).
- Lead the hiring process for Product Support Specialists regionally, from job posting to onboarding.
- Act as a liaison between customers, product teams, and engineering for bug reproduction, modeling advice, and DevOps tasks (e.g., database migrations, SSO configuration).
**Required Skills**
- Minimum 5 years in senior application support, SaaS support lead, or FP&A/modeling roles.
- Strong analytical skills: root‑cause analysis, issue triage, and action‑plan development.
- Proven leadership: coaching, motivation, and team development.
- Project management proficiency; ability to deliver on time and within scope.
- Excellent written and verbal communication; professional fluency in English.
- Remote teamwork experience in fast‑paced, international settings.
- Technical baseline understanding of HTML, CSS, SQL, APIs, or data integrations is a plus.
**Preferred Skills**
- Spreadsheet, business‑planning, or BI expertise.
- Background in financial services (payroll, accounting, risk, pensions, etc.).
- Additional European language proficiency.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, Finance, Business Administration, or related field.
- Relevant certifications (e.g., ITIL, Customer Support, Project Management) are advantageous.