Customer Experience - VIE Miami

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.

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, 83

North, 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.

• 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…