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 a Junior CX Specialist 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 and 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are the engineers managing and planning these incredible projects.Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow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 and 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 usersChat directly with users when they need help in-app (and be on high alert for patterns that help improve the product)Investigate and reproduce bugs, responsible for managing the triage process and bugs backlogHave a seat at the table in early feature discussions and design reviews, working with our UX team to guide product evolutionBe paired with design and dev leads to own the delivery of projects on the Roadmap (we rotate who leads what)Create and maintain resources that makes even the most intricate workflows click for our usersLead product discovery and PoC projects that have the potential to morph into core featuresRun internal knowledge sessions so everyone (especially new starters) at Aphex can keep in step with our ever-evolving productBuild, 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 and upskilling happening here), our reimagined knowledge base with dozens of interactive demos and a top-secret new product heading into an exclusive alpha programThe Junior Role and 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 designedUpdate help documentation

to explain a workflow more clearly, or write internal rules to define how a new feature should behaveJump on chat

to help a user who''s stuck on somethingDeep dive on a suspected bug , documenting anything that needs fixing and make sure it''s properly prioritisedHelp 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 onceYou lead with curiosity and find yourself asking "how does that work?" more often than most peopleYou’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 languageYou have an eye for detail and notice when things aren''t quite rightYou love technology and solving puzzlesYou enjoy contributing to group/team discussionsOur 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 and 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!What we offerMacbook ProOpportunities to upskill yourself with a training allowance and 1-week training leaveOpportunities for growth in other areas of the companyJoining 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

#J-18808-Ljbffr