Customer Experience Engineer

🕒 March 24

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Pelico

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $40M Venture Round - Pelico on 2025-06

SaaS • B2B • Artificial Intelligence

Pelico is a fast-growing international SaaS scale-up that provides a platform for factory operations and supply chain management, helping production teams respond quickly to disruptions and mitigate operational impacts. Its AI and GenAI-enabled software empowers stakeholders across the production flow—Supply Chain Directors, Production Controllers, Supply Managers, Customer Support Managers, and MRO Ops Managers—to solve concrete problems like missing parts, delayed deliveries, and inefficient maintenance cycles. Pelico is used by industrial leaders such as Safran, Airbus, and Daikin, and operates from offices in Paris and Miami with rapid global growth and $40M in funding.

📋 Description

• Proactive monitoring and issue resolution: Use advanced monitoring tools to anticipate and detect anomalies and translate them into actionable solutions that ensure uninterrupted platform reliability for clients. • Efficient ticket management: Manage daily tickets (incidents, product/data changes, or clarifications) autonomously and accurately, ensuring timely and effective resolutions. • Advanced troubleshooting and coordination: Resolve most issues independently and collaborate effectively during escalations and high-priority incidents. • Documentation and process optimization: Create and maintain clear, high-quality documentation in both French and English, including articles, guides, and internal workflows. • Client relationship management: Build and maintain strong, trust-based relationships with clients, manage multiple accounts effectively, and consistently ensure their satisfaction. • Team collaboration and mentorship: Continuously pursue improvements in work quality, efficiency, and problem-solving methodologies.

🎯 Requirements

• Minimum 4 years of proven experience in a customer experience, operations, or support role, preferably in a software company or technical environment. • Engineering background or related field, or equivalent experience, preferably in supply chain. • Fluency in both English and French (spoken and written). • Competence in diagnosing and resolving technical issues (SQL). • Ability to identify all customer touchpoints, analyze the experience at each stage, and implement improvements to create a seamless customer journey. • Proficiency with CRM systems such as HubSpot, Salesforce, or Zendesk to manage customer tickets and track interactions. • Ability to gather, interpret, and analyze customer data and feedback to identify trends, prioritize value, derive actionable insights, and make data-driven decisions.

🏖️ Benefits

• Stock options: Available to all employees. • Premium health coverage: Up to 70% covered by Pelico (Alan Healthcare). • Meal allowance: €10 per day worked, 50% covered (via Swile card). • Transportation support: 50% public transportation coverage or an equivalent sustainable mobility package. • Collaborative environment: We foster a vibrant, growth-focused workplace that supports professional development and strong team connections.