Bilingual French - English customer service representative supporting Premier NX consumers by phone, chat, text, and email. Handling product issues, complaints, and compliant case documentation remotely.
About the role
- Product Support Team Lead guiding specialists who help customers use Pigment’s AI business-planning platform. Leading escalations, support operations, metrics, hiring, and process automation.
Responsibilities
- Lead and mentor Product Support Specialists to provide exceptional service to customers and partners
- Set performance expectations, monitor performance, and coach team members
- Foster a collaborative culture focused on knowledge sharing, documentation, and continuous improvement
- Guide complex technical investigations and involve cross-functional experts when needed
- Serve as an escalation point for complex customer and team issues
- Identify support workflow enhancements and efficiency gains using AI and automation tools
- Track and analyze support metrics and report regularly on team strategy and resourcing
- Own the support tech stack and assign project owners within the team
- Manage the hiring process for Product Support Specialists in the region
Requirements
- 5+ years of experience as a senior application support specialist, technical support lead in SaaS, and/or in FP&A or modeling
- Excellent written and interpersonal skills
- Ability to prioritize and make informed decisions
- Experience evaluating and adopting AI and automation tools
- Strong leadership skills to motivate, mentor, and develop a team
- Proven ability to analyze complex issues, identify root causes, and create action plans
- Strong project management skills
- Comfortable working in a fast-paced international team environment
- Professional proficiency in English
- Nice to have: spreadsheets, business planning, or BI knowledge
- Nice to have: HTML, CSS, SQL, APIs, or data integrations experience
- Nice to have: financial qualification
- Nice to have: certifications in customer support, project management, or ITIL
- Nice to have: an additional European language
Benefits
- Equity package
- Comprehensive benefits
- Generous time off
- Parental leave policies
- High-end equipment
- Hybrid work arrangement
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