Customer Experience - VIE Miami

Pelico; Miami (FL); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Equity

Hybrid work model

Health, dental, vision coverage

Learning & development budget

Job summary

Pelico seeks a Customer Experience Specialist to bridge Pelico’s platform with enterprise plants across America. You will start with a 3–6 month onboarding at the Paris HQ, then relocate to Miami to drive customer value and adoption with a small CX team.

You will own post-onboarding platform adoption, lead governance reviews, perform Level 2 troubleshooting using SQL and monitoring tools, and deliver targeted training to reduce knowledge gaps while shaping product roadmaps through customer

Qualifications

• 1–2 years of experience in Customer Success, Technical Support, CX Operations, or Supply Chain Consulting in a B2B SaaS or industrial environment.
• Analytical aptitude with data sets and querying databases (SQL knowledge is a strong plus).
• Experience using Intercom, Zendesk, HubSpot, ServiceNow, Metabase or Grafana for analytics and support workflows.
• Excellent written and verbal communication in English; comfortable with a dual-location experience in Paris and Miami.

Responsibilities

• Drive End-to-End user adoption across enterprise factory sites and translate live supply chain data into daily routines.
• Lead client governance and value reviews with data-driven SLAs and usage metrics.
• Conduct hands-on technical investigations (Level 2 support) to identify data anomalies and feed improvements to Product/Engineering.
• Deliver proactive user training and create reference guides to close knowledge gaps.

Skills

SQL

Intercom

Zendesk

HubSpot

Grafana

Git

Education

Master’s degree in Industrial Engineering

Job description

About Pelico

Traditional industrial manufacturing systems were built for predictability. Supply chains no longer are. Today, real-time data is buried in legacy tools that weren't designed for constant disruption. By the time an issue surfaces, it has already snowballed, sending everyone into firefighting mode. Pelico exists to close the gap between production plans and the daily reality on the factory floor.

We've built the manufacturing orchestration platform trusted by the world's most complex industrial operations: companies like Airbus, Daikin, Safran, Eaton, and Cartier. Our AI connects fragmented supply chain, production, and quality data into a single live operational picture — then puts AI agents to work anticipating disruptions, simulating recovery options, and keeping every team aligned before small problems become expensive ones.

Founded in 2019 and backed by General Catalyst, 83North, and Serena, we've raised $72M and are growing fast — 300% year-over-year revenue growth, deployed in 15+ countries, and supporting factories worldwide. We're headquartered in Paris, with offices in Miami, London and Amsterdam, and we're just getting started.

This is a rare chance to join a company that's redefining an industry that hasn't been disrupted in decades , from the inside.

About the Role

As a Customer Experience Specialist, you will be the operational bridge between Pelico’s platform, our engineering teams, and enterprise manufacturing plants across America.

To set you up for long-term success, your journey begins with a 3-to-6-month intensive onboarding period at our Paris Headquarters, where you will master our product, workflows, and CX methodologies alongside our core engineering and operations teams before relocating to our Miami office to drive customer value and adoption on the ground joining one other CX member and Operations team.

What You'll Do

• Drive End-to-End user adoption: Own post-onboarding platform adoption across enterprise factory sites, helping plant managers and operational teams translate live supply chain data into daily routine habits.

• Lead client governance & value reviews: Prepare and execute data-driven weekly or monthly governance reviews covering platform SLAs, usage metrics, feature upgrades… to build trust with key client stakeholders.

• Master technical Troubleshooting ( Level 2 Support ): Conduct hands‑on technical investigations (using SQL, VMs, Grafana for monitoring ) to qualify incidents, identify and correct data anomalies, and route actionable feedback to Product and Engineering.

• Deliver proactive user training: Identify weak signals in platform usage (e.g., unused routine columns, low‑activity teams) and proactively deliver custom training sessions and reference guides to eliminate user knowledge gaps.

• Champion the Customer Voice: Translate client pain points and feature requests into clear Customer Insights (CIs) to directly influence Pelico’s product roadmap and deployment strategy.

• Support Operational Rotations & Reliability: Participate in team monitoring rotations, release testing cycles, and incident management syncs to ensure uninterrupted platform performance and strict SLA adherence.
  

About You

• VIE Eligibility: Eligible for the French Business France VIE program (European Economic Area citizen, under 28 years old at the start of the mission).

• Education & Background: Master’s degree in Industrial Engineering, Supply Chain Management, Computer Science, Operations, or a related technical/analytical field.

• Relevant Experience: 1–2 years of experience (including internships/apprenticeships) in Customer Success, Technical Support, CX Operations, or Supply Chain Consulting in a B2B SaaS or industrial environment.

• Analytical & Technical Aptitude: Comfortable working with data sets, querying databases (SQL knowledge is a strong plus), and leveraging tools like Intercom, Zendesk, HubSpot, ServiceNow Metabase, Grafana, Git …

• Communication & Mobility: Excellent written and verbal communication skills in English ; adaptable and excited about a dual‑location experience in Paris and Miami.

• You actively embrace AI tools as part of how you work — curious about what’s possible and quick to adopt new ways of working smarter and faster.

• Hands‑on experience with AI‑assisted workflows — whether for writing, research, analysis, coding, or productivity — and a genuine interest in staying at the frontier of what these tools can do.

• [Optional / Plus]: Prior experience or interest in manufacturing, aerospace & defense, supply chain management, or ERP systems.

• [Optional / Plus]: Experience studying or working in an international or cross‑border business environment.

Why Pelico

We're building something genuinely hard and genuinely important. Here's what that comes with:

• Dual-City International Experience: 3 to 6 months immersive onboarding in our Paris HQ followed by 12 to 15 months based in our vibrant Miami office.

• AI is deeply integrated into our daily activities at Pelico, and we empower you with the dedicated resources, tools, and learning opportunities needed to continuously master AI workflows, innovate, and grow your career.

• Meaningful equity — you're building this with us, so you'll own a piece of it

• Competitive salary benchmarked to your market

• Flexible, hybrid work model — we care about output, not face time

• Health, dental, and vision coverage

• Learning & development budget — we invest in people who invest in themselves

• Opportunity to work with some of the world's most complex and fascinating manufacturing operations

• A team that takes the work seriously without taking themselves too seriously

Pelico is an equal opportunity employer. We're committed to building a diverse team and an inclusive environment where everyone can do their best work.