Customer Experience Specialist

Aphex; Mackay Regional; À distance; AUD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Flexible/remote work

WeWork access

Team offsite

Training allowance

Parental leave

EAP access

Referral program

Résumé du poste

Aphex is seeking a Customer Experience specialist to join the CX team inside product, shaping how users learn, adopt, and stay confident with our tools.

You will own live chat, incident communication, knowledge sharing, and voice of customer reporting, translating feedback into clear product guidance while collaborating with Marketing to turn momentum into advocacy.

Qualifications

• Energetic when working with users to understand problems and inform improvements.
• Naturally conversational and curious, enjoys being at the heart of product issues and solutions.
• Excited by owning how product updates are communicated—story, format, and audience.
• Enjoy experimenting with different communication formats (text, visuals, short videos, in-app moments).
• Interested in building simple frameworks to make product communication consistent across channels.
• Like looking under the hood to understand what's really going on, including basic technical details for clarity.
• Not deeply technical, but keen to learn how software works and the tools that help explain it.

Responsabilités

• Be in live chats daily, solve user problems, and gather feedback.
• Turn product changes into clear user updates and guides; write release notes and changelogs.
• Maintain and improve the help centre and product documentation as the product evolves.
• Triagize bug/feature feedback, define tagging for recurring themes, and report insights to Product.
• Close the loop with users after fixes or updates so they know they were heard.

Description du poste

Job Description

About Aphex

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 Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow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.

The Role

Customer Experience at Aphex sits inside product and plays a big part in how people experience our product as it evolves. The CX team owns product knowledge, user-facing communication, and day-to-day support. We work closely with Product to understand what's changing, why it matters, and how it works - turning that into clear, functional guidance that helps users learn, adapt, and feel confident using Aphex.

CX owns how new features and improvements are communicated to users - whether that's in-app messages, changelogs, emails, guides, or something new we're experimenting with - partnering with Marketing to turn product momentum into advocacy and customer champions along the way. We care a lot about how change is communicated, and we're always evolving the way we bring users along on the journey of what we're building and why.

CX is also right in the middle of everyday product questions and problem-solving. The team owns live chat support, digs into bugs and edge cases, leads incident communication, and builds a solid understanding of how the product fits together end to end - informed by what users are asking for and where they're getting stuck. CX also owns Voice of Customer reporting: triaging feedback into the right product areas, spotting recurring themes and risks, and making sure that evidence reaches Product.

Because of that, this role gives you close exposure to how modern software is built and improved, and a real voice in the feedback loops that shape what comes next.

Internally, CX is a trusted source of product understanding; supporting teams across Aphex and helping new starters get up to speed with how the product really works.

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 elevate 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

What We Offer

• Flexible/remote work across UK and Australian time zones, with WeWork access
• One annual all-expenses-paid international team offsite (we've been to Vietnam and Thailand — where to next?)
• An Aphex social budget
• £500 annual training allowance and access to our Emerging Leaders programme
• Paid parental leave
• MindFi EAP access
• Employee Referral Program

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, gender identity or expression, national origin, age, disability, or other non-merit factors. At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. We've noticed that qualified candidates from underrepresented groups sometimes hesitate to apply unless they meet 100% of the listed requirements, while others might apply when meeting just 60%.

If you need any accommodations during the interview process, please let us know.