Customer Service Specialist

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, Boeing, 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. 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: 12 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. 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.