At a Glance
- Tasks: Support users, troubleshoot issues, and communicate product updates effectively.
- Company: Join Aphex, a forward-thinking company transforming construction tech.
- Benefits: Flexible remote work, annual team trips, training allowance, and health care.
- Other info: Diverse team culture with opportunities for personal and professional growth.
- Why this job: Be the voice of customers and shape how we communicate product changes.
- Qualifications: Strong communication skills and a passion for problem-solving.
The predicted salary is between 63000 - 77000 £ per year.
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 Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow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 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
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
- 25 days holiday plus UK bank holidays
- Bupa Health & Dental Care
Ready to transform construction? At Aphex, we believe our team should reflect the variety of perspectives in the world we build for. We encourage you to apply even if you don't meet every listed requirement - your unique perspective might be exactly what we need.
To see more about how we work and what we're building, check out our careers page: aphex.co/careers
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're excited about Aphex and believe you have the core skills to succeed in this role, we encourage you to apply - even if you don't check every box in the description. Your unique perspective might be exactly what we need. If you need any accommodations during the interview process, please let us know.
Customer Experience Specialist employer: Aphex
Aphex is an exceptional employer that champions innovation in the construction industry, offering a remote-first work culture that prioritises flexibility and work-life balance. Employees benefit from continuous professional development opportunities, enabling them to enhance their skills while contributing to impactful infrastructure projects across the UK and Europe. Join us to be part of a dynamic team that values collaboration and empowers you to make a real difference in construction delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aphex. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aphex before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aphex:Your cover letter is your chance to shine! Tell us why you want to work at Aphex specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aphex!
How to prepare for a job interview at Aphex
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
