Customer Experience Engineer - FR

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Pelico

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2019

☁️ SaaS

🤝 B2B

🤖 Intelligence artificielle

💰 €40 000 000 Venture Round - Pelico en 2025-06

SaaS • B2B • Artificial Intelligence

Pelico est une scale-up SaaS internationale en forte croissance qui propose une plateforme pour les opérations d'usine et la gestion de la chaîne d'approvisionnement, aidant les équipes de production à répondre rapidement aux perturbations et à atténuer les impacts opérationnels. Son logiciel, doté de l'IA et de GenAI, permet aux parties prenantes à travers le flux de production – directeurs de chaîne d'approvisionnement, contrôleurs de production, gestionnaires d'approvisionnement, responsables du support client et gestionnaires des opérations MRO – de résoudre des problèmes concrets tels que les pièces manquantes, les livraisons retardées et les cycles de maintenance inefficaces. Pelico est utilisé par des leaders industriels tels que Safran, Airbus et Daikin, et opère depuis des bureaux à Paris et Miami avec une croissance mondiale rapide et un financement de 40 millions de dollars.

Description

• 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. • Efficient ticket management: Handle daily tickets (issues, product/data evolutions, or clarifications) with autonomy and accuracy, ensuring timely and effective resolutions. • Advanced troubleshooting and coordination: Autonomously resolve most issues and effectively collaborate 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 nurture strong, trust-based relationships with clients, effectively managing multiple accounts and consistently ensuring their satisfaction. • Team collaboration and mentorship: Continuously strive for improvement in work quality, efficiency, and problem-solving methodologies.

🎯 Exigences

• 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. • Fluency in both English & French (oral & written). • Competence in diagnosing and resolving technical issues (SQL). • The ability to identify all customer touchpoints, analyze the experience at each stage, and implement improvements to create a seamless journey. • Proficiency in using CRM systems like HubSpot, Salesforce or Zendesk to manage customer tickets and track interactions. • 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.

🏖️ Avantages

• 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.