# Product Support Specialist Team Lead

**Company:** [Pigment](https://hotfix.jobs/companies/pigment)
**Location:** Toronto, Canada
**Role:** Support Engineering
**Salary:** CA$85k – CA$100k/yr
**Experience:** 5+ years
**Skills:** SaaS, Technical Support, Application Support, AI Automation, Project Management, Root Cause Analysis, SQL, APIs, Data Integrations, HTML, CSS, Itil
**Posted:** 2026-09-08

> Leads and develops a SaaS product support team, overseeing escalations, complex investigations, support metrics, hiring, and process improvement. Requires 5+ years in technical support, application support, FP&A, or financial modeling, plus strong leadership and project management skills.

## Job Description

## Responsibilities
- Lead and mentor Product Support Specialists, providing exceptional service to customers and partners.
- Set performance expectations, monitor performance, and coach team members with constructive feedback.
- Foster a collaborative culture centered 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 internal issues.
- Identify support-process improvements, efficiency gains, AI opportunities, and automation opportunities.
- Track and analyze support metrics and report regularly on team performance, strategy, and resourcing.
- Own the support technology stack and assign project ownership within the team.
- Manage hiring for Product Support Specialists in the region.

## Requirements
- 5+ years of experience in senior application support, technical support leadership in SaaS, FP&A, or financial modeling.
- Strong leadership skills, including the ability to motivate, mentor, and develop a team.
- Experience analyzing complex issues, identifying root causes, and creating action plans.
- Strong project management, prioritization, written communication, and interpersonal skills.
- Ability to evaluate and adopt AI and automation tools.
- Professional proficiency in English.
- Ability to work in a fast-paced international environment.

## Nice to Have
- Knowledge of spreadsheets, business planning, or business intelligence.
- Familiarity with HTML, CSS, SQL, APIs, or data integrations.
- Financial qualifications in areas such as payroll, accounting, financial risk management, or pensions.
- Certifications in customer support, project management, or ITIL.
- An additional European language.

## Compensation and Benefits
- CAD 85,000–100,000 annual salary.
- Equity package and comprehensive benefits.
- Generous time off and parental leave policies.
- High-end work equipment.

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