Customer Experience Engineer - FR

About Pelico

Pelico is an innovative French scale-up on a mission to revolutionize manufacturing intelligence through resource optimization . We have developed a platform that enables factories to be more agile, efficient, and resilient, minimizing disruptions and ensuring continuous productivity.

At the forefront of supply chain disruption management , we empower factories with unmatched agility and resilience. Our cutting-edge SaaS Supply Chain Operations platform enables teams to swiftly navigate disruptions, ensuring maximum efficiency.

Since 2019, we’ve transformed operations for industry leaders in aerospace, industrial equipment, and luxury watchmaking, driving impact in 15+ countries. Trusted by Airbus, Safran, Cartier, Daikin, and Eaton , we are redefining the future of manufacturing.

About our Team

With a dynamic team of over 120 professionals across the US and France, Pelico is a melting pot of top-tier talent from Tech, Data Science, and Manufacturing domains.

Our collaborative environment fosters innovation and excellence, driving us to solve complex challenges and shape the future of manufacturing.

Our Core Values :

• Empowerment

• Ownership

• Resilience

• Outcome Orientation

• Playfulness

Mission

The mission of the Customer Experience Specialist (CXS) is to ensure the seamless operation and reliability of the Pelico platform, supporting users’ ongoing success following the deployment of Pelico solutions.

This is achieved by proactively identifying and addressing both technical and operational challenges.

The role is crucial in optimizing the customer journey, building loyalty, and serving as a vital link between customers and internal teams ( data, infrastructure, product, sales, and marketing), by combining technical expertise with a strong customer focus, the specialist upholds service delivery excellence and drives continuous improvement.

Your Impact:

Proactive monitoring and issue resolution :

• Leverage advanced monitoring tools to anticipate and detect anomalies, translating them into actionable solutions that ensure seamless platform reliability for clients.

• Proactively escalate critical issues to relevant technical teams, ensuring clear and consistent communication with clients throughout the resolution process.

• Champion long-term customer satisfaction by driving diligent follow-up on all unresolved tickets, guaranteeing lasting solutions, focusing on value and demonstrating a commitment to service delivery excellence.

Efficient ticket management :

• Handle daily tickets ( issues, product/data evolutions, or clarifications) with autonomy and accuracy, ensuring timely and effective resolutions.

• Communicate complex technical concepts in a clear, accessible manner to both technical and non-technical stakeholders.
  

Advanced troubleshooting and coordination:

• Autonomously resolve most issues and effectively collaborate during escalations and high-priority incidents. Coordinate "war-rooms" and ensure service-level agreement (SLA) compliance.

• Engage in cross-functional collaboration during monthly deployments alongside QA, data, and infra teams to gain hands-on experience, deepen technical expertise, and learn from leading experts in each field.

Documentation and process optimization :

• Create and maintain clear, high-quality documentation in both French and English, including articles, guides, and internal workflows. Identify and streamline processes to improve operational efficiency

Client Relationship management :

• Build and nurture strong, trust-based relationships with clients, effectively managing multiple accounts and consistently ensuring their satisfaction.

• Lead impactful regular client meetings to align on progress, address issues, and define future goals.

• Deliver exceptional onboarding experiences for new users, ensuring a seamless transition and effective adoption of tools.

• Act as the primary CX referent for assigned accounts, taking full ownership of client relationships and issue resolution.

Team collaboration and mentorship :

• Continuously strive for improvement in work quality, efficiency, and problem-solving methodologies.

• Actively contribute to fostering a collaborative, high-performing, and transparent team environment by sharing knowledge, updates, and challenges.

• Take initiative beyond immediate scope , actively offering support to teammates and contributing to overall team success.

• Adopt a problem-solver mindset , demonstrating independent effort before seeking assistance and clearly articulating problems, attempted solutions, and specific questions when escalating.

Preferred Qualifications & Skills

• Proven experience with +4 years in a customer experience, operation or support role, preferably in a software company/technical environment.

• Engineering Background or a related field/ equivalent experience preferably in Supply chain

• Languages : Fluency in both English & French (oral & written)

• Technical troubleshooting : Competence in diagnosing and resolving technical issue (SQL)

• Customer relationship expert : The ability to identify all customer touchpoints, analyze the experience at each stage, and implement improvements to create a seamless journey.

• CRM : Proficiency in using CRM systems like HubSpot, Salesforce or Zendesk to manage customer tickets and track interactions.

• Data analysis : The ability to gather, interpret, and analyze customer data and feedback to identify trends, focus on value, derive actionable insights, and make data-driven decisions.
  

Technical & Interpersonal Skills

• Communication : Exceptional verbal and written communication skills to clearly articulate ideas, listen attentively, and adjust communication style to the audience.

• Empathy and patience : The ability to understand and share customer feelings, addressing their needs with care, kindness, and patience, especially in frustrating situations;

• Problem-solving : A proactive approach to understanding the root cause of an issue, identifying the best solution, and implementing it effectively

• Adaptability : Flexibility to handle a fast-paced environment, manage multiple tasks, and adjust to changing customer needs and industry trends

• Ownership and accountability : A strong sense of responsibility for assigned tasks and clients, ensuring follow-ups are completed and deadlines are met autonomously.

• Collaboration and teamwork : The ability to work effectively with cross-functional teams, share information openly, and contribute to a positive team culture

What we offer:

Our culture thrives on trust and empowerment complemented by benefits that truly support you like :

• Contribute to the development and success of a high-impact product that delivers exceptional value and resonates strongly with users.

• Office locations : In the heart of Paris (75002) and Miami, USA.

• Stock Options: Available for every employee.

• Premium Health Coverage : Up to 70% covered by Pelico (Alan Healthcare).

• Meal Allowance : €10/day worked, covered at 50% (via Swile card).

• Transportation Support: 50% public transportation coverage or an equivalent sustainable mobility package.

• Collaborative Environment: We foster a vibrant, growth-focused workplace where professional development and team connections thrive.
  

Your interview experience :

1. Screening call with HR

2. Call with the hiring Manager

3. Technical Test and Product Demo

4. HR debrief & Reference checks

5. Offer letter