Product Support Team Lead in Ledbury

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, Snowflake, Siemens, and DPD use Pigment daily to make more informed decisions and confidently navigate any scenario.

As a team lead within our industry‑leading Product Support team, you will support a team of product experts that help derive value from Pigment through enablement and removing friction. The Product Support team helps in a variety of areas, including bug reproduction, providing modelling advice, and supporting our engineering team with DevOps tasks such as database migrations and SSO configuration.

What You’ll Do

• Act as the lead and mentor to your team of Product Support Specialists with the goal of enabling them in providing exceptional service to customers and partners.
• Set performance expectations, monitor performance and coach with constructive feedback to ensure targets are met.
• Complete random ticket QA checks to ensure Specialists are meeting the technical standards and values in their customer interactions.
• Own Control Rooms/Incidents as the Support Lead, ensuring that any issues are being progressed and communications are managed appropriately.
• Conduct regular one‑on‑one meetings with Specialists, focusing on current role success and career progression.
• Identify areas for process enhancement and efficiency gains within the support workflows, and work with other team leaders to establish clear lines of communication and ownership.
• Work one week on‑call covers of P1 tickets with additional compensation for the days covered, rotated between the team to a maximum of one week per month.
• Manage the hiring process for Product Support Specialists in your region.

Who Are You

• 5+ years of experience as a senior application support specialist, technical support lead in the SaaS world, or in a Financial Planning & Analysis (FP&A) or modelling role.
• Deep care for ensuring customers receive efficient, personable help from a team that values transparency and integrity.
• A "can‑do" attitude: hands‑on and a go‑getter.
• Strong prioritisation and decision‑making skills alongside other team leaders.
• Track record of analysing complex issues, identifying root causes, and creating actionable plans.
• Excellent written and interpersonal skills.
• Strong leadership skills with the ability to motivate, mentor and develop a team to achieve performance goals.
• Strong project management skills and ability to motivate a team to deliver on time.
• Comfortable working in a remote, fast‑paced environment as part of an international team.
• English and French or German to a professional proficiency (exceptional candidates without a second European language can still be considered).

Nice to Have

• Knowledge of spreadsheets, business planning or BI.
• Experience in HTML, CSS, SQL, APIs or data integrations (developer background not required but a plus).
• Any financial qualification (Payroll, Accounting, Financial Risk Management, Pensions, etc.).
• Relevant certifications in customer support, project management or ITIL.
• An additional European language.

What We Offer

• Competitive package.
• Stock options to ensure you have a stake in Pigment's growth.
• Bike2Work scheme – save on a new bike and gear while commuting greener.
• Trust and flexible working hours.
• One company offsite per year, and brand new offices in major cities including New York, San Francisco, Toronto, Paris, and London.
• High‑end equipment (based on stock/availability) to work in the best conditions.
• Remote‑friendly environment.

How We Work

• Thrive Together: We can only win as a team.
• Never Settle: We aim to become the best at what we do by delivering with rigor and ambition every day.
• Go for it: We are biased towards 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 feedback, open to change our views and approach it with empathy knowing everyone is trying to do the best for Pigment.

Background checks may be conducted 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. Checks will be conducted lawfully prior to formal employment contracts being signed, with candidate consent and information 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.