Customer Experience Engineer — Real-Time Data & AI Ops

United States Digital Space LLC; Paris (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Pelico is seeking an experienced Customer Experience & Operations professional to own client relationships, drive onboarding, and manage issue resolution across global accounts. You will collaborate with CustOps, Solution Engineering, Product, Sales and Infra to improve the customer journey and platform reliability.

The role requires 4+ years in a software/customer success environment, fluent English and French, strong SQL troubleshooting, and CRM proficiency.

Qualifications

• 4+ years in a customer experience, operations or support role in software/tech.
• Engineering background or related field preferred (supply chain a plus).
• Fluency in English and French (oral & written).
• Strong technical troubleshooting ability with SQL.
• CRM proficiency (HubSpot, Salesforce or Zendesk).
• Data-driven approach to analyze and improve customer journeys.

Responsibilities

• Own assigned accounts as the primary CX contact and drive issue resolution.
• Communicate complex concepts clearly to technical and non-technical stakeholders.
• Lead onboarding and adoption to ensure successful tool usage.
• Conduct regular client meetings to review progress and set goals.
• Share weekly/monthly account health visibility with stakeholders.
• Handle daily tickets via ticketing system with autonomy.
• Troubleshoot technical issues using SQL and platform tools.
• Document cases in English/French and update knowledge base.
• Detect anomalies with monitoring tools and translate into solutions.
• Participate in monthly release deployments with cross-functional teams.
• Escalate critical issues to relevant teams and track resolutions.

Skills

Customer experience

Operations

English & French

SQL

CRM tools

Data analysis

Communication

Cross-functional collaboration

Ownership & accountability

Tools

SQL tooling

CRM systems

Job description

Pelico is seeking an experienced Customer Experience & Operations professional to own client relationships, drive onboarding, and manage issue resolution across global accounts. You will collaborate with CustOps, Solution Engineering, Product, Sales and Infra to improve the customer journey and platform reliability.

The role requires 4+ years in a software/customer success environment, fluent English and French, strong SQL troubleshooting, and CRM proficiency.