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.

• 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.