Junior Customer Experience Specialist, UK

Aphex; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An innovative firm is seeking two Junior CX Specialists to join their dynamic team. This role offers a unique opportunity to work closely with experienced professionals while mastering the intricacies of a modern SaaS product. You will engage with users directly, ensuring they receive exceptional support while contributing to the evolution of the product. As part of a collaborative and curious team culture, you'll enjoy a flexible working environment and the chance to grow your skills across various areas. If you're passionate about technology and eager to make a tangible impact, this is the perfect opportunity for you!

Benefits

Macbook Pro

Training Allowance

1-Week Training Leave

Opportunities for Growth

Flexible Working

Access to WeWork Office

Qualifications

• Ideal for early-career individuals eager to learn and grow.
• Strong communication skills and attention to detail are essential.

Responsibilities

• Test new features and ensure they work as designed.
• Support users through live chat and update documentation.
• Manage bugs and assist in product discovery projects.

Skills

Curiosity

Attention to Detail

Communication Skills

Problem Solving

Team Collaboration

Education

Bachelor's Degree or Equivalent Experience

Tools

Live Chat Software

Documentation Tools

Job description

Hello! I'm Millie, and I lead CX at Aphex (https://www.aphex.co/) ️ One of the things I love most about our team is how lucky we are to sit right at the heart of everything - connecting our product development engine with the people who use our software every day.

Aphex is at a really exciting stage in our journey. Having launched in the UK in 2019, we're now powering some of the largest infrastructure projects across the UK, Europe and Australia. As we move from product/market fit to wider adoption and as our CX team starts to play an even bigger part in our product development pipeline, we are needing to keep expanding our awesome team!

We're on the hunt for two Junior CX Specialists (one UK & one Aus based) to come along on the ride with us. This is an awesome opportunity for someone who may not have buckets of experience, but is keen to get stuck in & learn as they go.

What Aphex Does

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.

Our CX Team & What We Do

The way we do CX at Aphex is pretty special - we've shaped our team to be both there for our users when they need help AND deeply plugged into how our product evolves. This means you'll be jumping between supporting people and being hands on with what we're building next.

We're the people who get to:

• Own the entire QA process for every new feature, improvement or bug fix before it reaches our users
• Chat directly with users when they need help in-app (and be on high alert for patterns that help improve the product)
• Investigate & reproduce bugs, responsible for managing the triage process & bugs backlog
• Have a seat at the table in early feature discussions & design reviews, working with our UX team to guide product evolution
• Be paired with design & dev leads to own the delivery of projects on the Roadmap (we rotate who leads what)
• Create & maintain resources that makes even the most intricate workflows click for our users
• Lead product discovery & PoC projects that have the potential to morph into core features
• Run internal knowledge sessions so everyone (especially new starters) at Aphex can keep in step with our ever-evolving product
• Build, test, and continuously refine new processes as our product and team grow - we're always looking for smarter ways to work and better ways to involve our users

Recent cool projects we've been working on include building out an automated test suite (lots of learning & upskilling happening here), our reimagined knowledge base with dozens of interactive demos and a top-secret new product heading into an exclusive alpha program.

The Junior Role & Opportunity

As a Junior CX Specialist, you'll start by mastering the hands-on aspects of our work - we call this the "execution side" of things. This includes testing new features to make sure they work perfectly, creating helpful documentation, and directly supporting our users through live chat. During this time, you'll be building a solid understanding of how our product works from the ground up.

You'll be working super closely with experienced team members who will have your back every step of the way - especially when it comes to the construction side of things (don't stress, none of us in CX came from a construction background).

On a typical day, you might:

• Test a new feature to make sure it works exactly as designed
• Update help documentation to explain a workflow more clearly, or write internal rules to define how a new feature should behave
• Jump on chat to help a user who's stuck on something
• Deep dive on a suspected bug, documenting anything that needs fixing and make sure it's properly prioritised
• Help a cross-functional teammate get to the bottom of a nuanced product answer internally

As you grow in the role over the next 9-12 months, you'll have the opportunity to move into a Senior position and into more "ownership" territory. This means potentially leading features yourself, running cross-functional product knowledge sessions, contributing to discovery projects, or creating new processes from scratch.

Requirements

You could be a great fit for this role if:

• You're early in your career (or returning from a career break) and looking for a role where you can grow multiple skillsets at once
• You lead with curiosity and find yourself asking "how does that work?" more often than most people
• You're excited about the idea of mastering our product, growing to be an expert in how even the most niche parts of our platform work
• ️You can explain complex things in simple, friendly language
• You have an eye for detail and notice when things aren't quite right
• You love technology and solving puzzles
• You enjoy contributing to group/team discussions

Our Team Culture

At Aphex, we win together by supporting each other's growth, we make ourselves proud by focusing on quality, we take ownership by driving ideas forward, and we build for tomorrow through continuous experimentation and improvement.

Within CX, we're a group of naturally curious people who really enjoy working together. You'll find us debating the most ridiculous & unlikely answer to an unfamiliar construction acronym, teaching each other new technical skills, or laughing about that impossibly weird edge case we just discovered.

The Customer Experience team works across both UK and Australian timezones, which could mean some early starts 1-3 days a week, but also gives you flexibility to shape your schedule in a way that works for you.

This role offers a unique opportunity to develop a comprehensive understanding of how modern SaaS products are built, tested, and supported while making a tangible difference to the teams building critical infrastructure projects around the world.

Does that sound like somewhere you'd like to be? If so, we'd love to hear from you!

Benefits

What we offer

• Macbook Pro
• Opportunities to upskill yourself with a training allowance and 1-week training leave
• Opportunities for growth in other areas of the company
• Joining the Aphex team means so much more than just a job; we're a fun-loving company that believes in enjoying our work
• Flexible, remote-first working with access to a convenient WeWork office