Product Operations Specialist

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. About the Role 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 We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate. This may include verification of employment history, education, and, where legally permitted, criminal records. Any checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent, and information will be treated confidentially.   Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace.  All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability,  sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.