Customer Experience Specialist

Our customers are the largest construction contractors, responsible for the tunnels, roads, bridges, and buildings we use daily. Our users are the engineers managing and planning these incredible projects.

Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow anyone on a project to plan and communicate their work with complete visibility of everyone around them.

What You'll Do

Support & Troubleshooting

• Be in live chats every day, solving problems with users and learning what'll make Aphex better next
• Dig into issues and edge cases and pass on clear context to the right teams (Engineering, Product, Customer Success)
• Troubleshoot external tools and integrations, and support SSO set-up for customers
• Own the maintenance and expansion of Intercom, our support platform
• Raise and escalate incidents to Engineering, and keep things moving until they're resolved

Product Communication

• Turn product changes into updates users can understand and follow
• Write and maintain things like release notes, in-app messages, and our external changelog
• Own how and where updates show up so they feel connected and clear - and decide when customers need proactive communication about launches, changes, and known impacts
• Give users advance notice of major changes in-app, and lead communication during incidents
• Partner with Marketing to turn product momentum into advocacy and customer champions

Product Knowledge & Education

• Keep our help centre and product documentation in good shape as the product evolves
• Help teammates and new starters get comfortable with how Aphex works
• Support consistent product understanding across the company
• Own projects that improve support, knowledge sharing, or how CX works day to day

Voice of the Customer

• Triage bug and feature feedback into the right product areas, bringing clear context and evidence with it
• Define how we tag and organise feedback so recurring patterns and risks are easy to spot and share with Product
• Monitor post-release sentiment, confusion, and support impact, and feed it straight back to Product
• Close the loop with users once bugs are fixed, requests are actioned, or improvements ship - so they know they were heard

Who you are

• Energised from working closely with users - talking things through, solving problems together, and using those conversations to inform how we communicate and improve things next
• Are naturally conversational and curious, and enjoy being in the middle of people, problems, and product
• Are excited by the idea of owning how product updates are communicated - thinking about the story, the format, and how we bring users along on what we're building and why it matters
• Enjoy experimenting with different ways of communicating change, from words and visuals to lightweight videos, GIFs, and in-app moments
• Like playing with tools and formats, and are interested in building simple frameworks or patterns over time so product communication feels thoughtful and consistent across channels
• Like looking under the hood to understand what's really going on - whether that's inspecting things in the browser, checking cloud logs, testing APIs, or learning just enough of the technical detail to explain why something's working (or not)
• Don't need to be deeply technical, but enjoy getting closer to how software works and learning the tools that help paint a clearer picture
• Are comfortable transitioning between creative thinking and practical problem-solving, depending on what the moment calls for