Product Operations Specialist
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.
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.
What You Will Do:
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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:
- 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.
2+ years of experience in one or more of the following areas:
• Track record of delivering accurate, detail-oriented work while following structured processes and maintaining a high standard of quality.
• Experience quickly learning and adopting new software, tools, and technologies.
• 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.
• Sound judgment to determine when to follow established processes, when to recommend improvements, and when to escalate exceptions.
• Strong organizational and prioritization skills, with a history of delivering high-quality work on time.
• 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:
- Knowing a thing or two about spreadsheets or business planning 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.
- Any financial qualification would be highly desirable, such as Payroll, Accounting, Financial Risk Management, Pensions, or similar.
- Professional proficiency in French and German are helpful in this role
What We Offer:
- Competitive compensation package $63,000 - $70,00 plus 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
- We are hiring to fill an immediate opening for this position. #LI-SJ1