Senior 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. With a team of 600+ 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. 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. 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. Diagnose, replicate, and resolve technical operations issues where there is a clear workflow, runbook, or escalation path. 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.

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. Application Support ~ Technical Support in a SaaS environment ~ 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 elevate 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 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 Competitive compensation package (highly competitive base salary, equity package, and comprehensive benefits) When you work hard, we know you also need to rest, which is why

we offer
generous time off and parental leave policies We are all founders and do the right thing for our peers, Pigment customers, partners, and the planet. Delivering means building a passionate Pigment community. Champion our Customers: We lead with empathy, solve what matte