About Pelico

At Pelico, we are creating the factory of the future where disruptions are avoided, processes synchronized and value captured. Our factory operations management platform enables factory teams to be more agile and resilient in a world where supply chain disruptions occur every 16 minutes. Pelico empowers users to identify bottlenecks, avoid problems, and focus on innovation instead of fire-fighting.
Since our foundation in 2019, we’ve partnered with industry leaders across aerospace, industrial equipment, and luxury watchmaking, revolutionizing factory operations in over 15 countries. Esteemed clients include Airbus, Safran, Cartier, Daikin, and Eaton.

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 work has been recognized by Safran (Digital Transformation Award) and Microsoft (scale-up of the year).

Job Description

As a Customer Experience Engineer at Pelico, you will play a vital role in providing exceptional technical assistance to our valued customers and maximizing the impact of the Pelico platform for our users.
Your primary responsibility will be to address and resolve customer issues related to our software platform, ensuring their satisfaction and successful utilisation of our product.


Mission & Responsibilities  🎯

Customer Communication: Serve as the first point of contact for customers. Provide timely and accurate responses to customer inquiries, ensuring compliance with SLAs and enhancing customer satisfaction.

Customer Impact: Generate a significant impact on industrial performance in the client’s plants by helping users leverage the platform.
Help in building the best customer journey to create the most effective self-service journey

Issue Analysis and Resolution: Utilize in-depth product knowledge to analyze customer requests, identifying and addressing their needs effectively.

Technical Escalation: Promptly identify and escalate technical issues to relevant internal teams for resolution, facilitating efficient problem-solving, take ownership of each issue and persistently follow through until it is resolved.

Process Management: Oversee and manage all aspects of the customer service process, including the use of customer request tools, FAQs, knowledge base articles, tooling, and automation initiatives.

Procedure Adherence: Ensure strict compliance with all company and departmental procedures, maintaining high standards of service delivery.

Team Support and Collaboration: Offer continuous support and assistance to internal teams, fostering a collaborative environment. Skilfully interact with various departments (Technical Data, Product, Sales, Marketing, IT, etc.) to facilitate comprehensive support and resolution strategies.

What you embody 🎯

• Engineering Background ( preferably in computer science, software engineering)
• Strong technical aptitude ( SQL & Python) and familiar with software development and Agile methodologies.
• Previous experience in the industry ( SAP or Pelico tools ) is a plus
• Analytical mind and capacity to apprehend and solve complex business problems. 
• Data-driven in your decision-making
• Proven experience in a customer support role, preferably in a software  company/technical environment.
• A highly motivated self-starter who is ready to investigate, shake, sweep customer requests and meticulous attention to details with high appetite for data
• Demonstrated commitment to a customer-first mindset, prioritizing impactful outcomes for users.
• You have the willingness to create a strong clients satisfaction & genuinely love helping people and solving problems
• Ability to manage many issues at the same time, comfortable in priorities & follow-up actions
• You’re bilingual French and English (verbal and written, able to handle technical conversations).
• You are autonomous, results oriented and you excel in stimulating environments.
• Team player and collaboration is essential to you.
•  Passionate, proactive, and involved

Pelico promotes inclusion and non-discrimination, and acts daily in favuor of social mix, gender equality, senior citizens & disability.

Pelico promotes inclusion and non-discrimination, and acts daily in favour of social mix, gender equality, senior citizens & disability

What we offer💡

Join an exciting adventure with a lot of challenges at all levels!

• Work on a highly impactful product that users love!
• Office location at the heart of Paris (75002)
• Stock Options for every Pelican
• Remote flexibility & 6 weeks of Work from Anywhere
• Premium health coverage : Alan Blue
• 50% meal allowance: 10€/day worked (Swile card)
• 50% public transportation or equivalent in sustainable mobilty package
• Team events every quarter

Curious about life behind the scenes at Pelico? Check out our Instagram page!
👉https://eu1.hubs.ly/H0c94rC0