Customer Experience Specialist US

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 130 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).

What you'll do & learn 📖

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

You will address clients from different Industrial verticals & mostly based in North America.

Customer support

• Serve as the first point of contact for customers seeking technical assistance via the available tools
• Identify, troubleshoot, and resolve customer issues in a timely and efficient manner, striving for first-call resolution whenever possible.
• Collaborate with cross-functional teams, including Customer Operation, Product team and Engineering to escalate and resolve complex customer issues.
• Provide guidance and training to customers on the effective use of our platform's features and functionalities.
• Help in building the best customer journey to create the most effective self-service
• Participate in a rotating staggered work schedule, including mandatory night calls, to provide continuous support coverage for customers in different time zones.

Integration and Tooling

• Integrate, setup and customize the service support platform
• Assist the team on putting in place automated workflows to streamline processes, increase customer satisfaction and internal productivity
• Collaborate with the Product and engineering team to identify recurring issues and contribute to ongoing product improvements.

Knowledge base

• Contribute to the creation of self-help resources, such as FAQs and knowledge base articles, to enable customers to find answers independently.
• Maintain a comprehensive internal knowledge base to improve support efficiency and effectiveness by tracking and documenting all technical issues and the steps taken to resolution

Preferred Experience

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

What you embody 🎯

• Thanks to your Engineering Background, a strong written technical documentation skills, with the ability to translate technical concepts to a non-technical audience
• You are naturally collaborative, supportive and organized
• Strong technical aptitude (SQL & Python) and familiar with software development and Agile methodologies.
• Proven experience in a customer support role, preferably in a software company/technical environment.
• Proficiency in using customer support tools, ticketing systems, and remote support tools.
• Ability to manage many issues on the same time, comfortable in priorities & follow-up actions
• A highly motivated self-starter who is ready to investigate, shake and sweep queues of tickets.
• Willingness to create a strong clients satisfaction & genuinely love helping people and solving problems
• Startup mindset - ready to learn and adapt quickly, as well Autonomous, results oriented
• Team player
• Fluency in English (oral & written) - Looking for multicultural environment
• Flexibility to adapt to shifting working hours related to USA and North America

What we offer 💡

Our culture thrives on trust and empowerment complemented by benefits that truly support you like:

• Work on a highly impactful product that users love!
• A very competitive compensation package
• Stock Options: Available for every employee.
• Healthcare Insurance coverage : choose across 4 robust plans
• PTO : 20 days + 10 bank holidays
• Trips to France to connect with the teams (Paris)
• 401 (k) plan : up to 4% of the 401(k) plan
• Quarterly employee engagement and alignment activities
• Office locations : In the heart of Paris (75002) and Miami, USA.
  

Our Recruitment Process 📣

1. Screening of 30 mins with HR - by Google Meet
2. Onsite/Visio :
   1. 1h15 Live technical case with Customer Support Manager and a Customer Operations Manager
3. Culture Fit
4. Reference check
   5. Offer

Curious about life behind the scenes at Pelico? Check out our Instagram page!
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