Product Operations Specialist, Pigment

• 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
• 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
• 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

Desirable

• 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
• 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

• We conduct background checks as part of our hiring process, in accordance with applicable laws and regulations in the countries where we operate