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, solve user problems, and identify product improvements • Investigate issues and edge cases and provide context to Engineering, Product, and Customer Success • Troubleshoot external tools and integrations and support customer SSO setup • Maintain and expand Intercom as the support platform • Raise and escalate incidents to Engineering and track them through resolution • Convert product changes into clear user updates, release notes, in-app messages, and changelog entries • Decide when proactive customer communication is needed for launches, changes, 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 how Aphex works • Own projects improving support, knowledge sharing, and CX processes • Triage bug and feature feedback into product areas with clear context and evidence • Define feedback tagging and organisation to identify recurring patterns and risks • Monitor post-release sentiment, confusion, and support impact and communicate findings 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 • Conversational, curious, and comfortable working across people, problems, and product • Interested in owning and improving product-update communications • Comfortable experimenting with words, visuals, lightweight videos, GIFs, and in-app content • Interested in building simple communication frameworks and patterns across channels • Able to inspect browser information, check cloud logs, test APIs, or learn technical details to explain issues • Does not need to be deeply technical but should enjoy learning how software works and using diagnostic tools • Comfortable transitioning between creative thinking and practical problem-solving

🏖️ Benefits

• Flexible/remote work across UK and Australian time zones, with WeWork access • One annual all-expenses-paid international team offsite • An Aphex social budget • £500 annual training allowance • Access to the Emerging Leaders programme • Paid parental leave • MindFi EAP access • Employee Referral Program • 25 days holiday plus UK bank holidays • Bupa Health & Dental Care