Customer Experience Specialist

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Aphex

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🏗️ Construction

SaaS • Construction

Aphex is a company that provides a connected platform for construction delivery teams to manage planning, communication, and reporting. Aphex is designed to replace the traditional use of spreadsheets, files, and whiteboards with an integrated system that connects master schedules, automates updates, and visualizes work plans. This platform helps engineers, planners, and managers to collaborate more effectively, reduce mistakes, and improve project performance by allowing real-time visibility and management of construction projects. Aphex is used in various construction projects, such as highways, building, rail, and earthworks, and offers integrations with tools like Power BI and ArcGIS.

📋 Description

• Provide daily live chat support and solve user problems • Investigate issues and edge cases, providing context to Engineering, Product, and Customer Success • Troubleshoot external tools and integrations • Support customer SSO setup • Maintain and expand Intercom • Raise and escalate incidents to Engineering and track them through resolution • Turn product changes into clear user updates • Write and maintain release notes, in-app messages, and the external changelog • Manage where and how product updates appear across communication channels • Proactively communicate major changes, launches, known impacts, and incidents • Partner with Marketing to turn product momentum into advocacy and customer champions • Maintain the help centre and product documentation • Help teammates and new starters understand Aphex • Improve support, knowledge sharing, and day-to-day CX processes • Triage bug and feature feedback into the appropriate product areas • Define feedback tagging and organisation frameworks • Monitor post-release sentiment, confusion, and support impact • Feed customer evidence back to Product • Close the loop with users when bugs are fixed, requests are actioned, or improvements ship

🎯 Requirements

• Energised by working closely with users to solve problems and improve communication • Naturally conversational and curious • Interested in owning product-update communication across formats and channels • Comfortable experimenting with words, visuals, lightweight videos, GIFs, and in-app communication • Interested in building simple communication frameworks and patterns • Able to inspect browser behaviour, check cloud logs, and test APIs • Interested in understanding how software works and learning technical tools • Comfortable transitioning between creative thinking and practical problem-solving • Full permanent work rights in Australia and/or New Zealand

🏖️ Benefits

• Flexible/remote work across UK and Australian time zones • WeWork access • One annual all-expenses-paid international team offsite • Aphex social budget • £500 annual training allowance • Access to the Emerging Leaders programme • Paid parental leave • MindFi EAP access • Employee Referral Program