Job Title

Pelico • Miami, FL

9h • Hybrid

About The Position

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.

Requirements

• Eligible for the French Business France VIE program (European Economic Area citizen, under 28 years old at the start of the mission).
• Master’s degree in Industrial Engineering, Supply Chain Management, Computer Science, Operations, or a related technical/analytical field.
• 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.
• Comfortable working with data sets, querying databases (SQL knowledge is a strong plus), and leveraging tools like Intercom, Zendesk, HubSpot, ServiceNow Metabase, Grafana, Git …
• Excellent written and verbal communication skills in English ; adaptable and excited about a dual-location experience in Paris and Miami.
• 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.

Nice To Haves

• Prior experience or interest in manufacturing, aerospace & defense, supply chain management, or ERP systems.
• Experience studying or working in an international or cross-border business environment.

Responsibilities

• 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.

Benefits

• 3 to 6 months immersive onboarding in our Paris HQ followed by 12 to 15 months based in our vibrant Miami office.
• Dedicated resources, tools, and learning opportunities 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level