Aphex
Junior Customer Experience Specialist
Aphex is the first multiplayer scheduling software for construction delivery teams
Customer service and support
Full-time
Remote | GMT+10 · Remote-first working with access to a convenient WeWork office
Visa sponsorship · No
Entry Level · A role for someone with underlying potential, good motivation and ability to learn. Typically no direct experience is required.
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Why Aphex
At Aphex, we believe that construction teams shouldn't have to plan with software that should have stayed in 1995.
That’s why we are on a mission to make it easier for construction teams to get on the same page with a live, multiplayer planning platform. Instead of a mountain of spreadsheets, whiteboards, and stone tablets, our platform allows anyone on a project to plan and communicate their work with complete visibility of everything happening around them.
Our customers are the largest construction contractors that build the tunnels, roads, bridges and buildings we use daily. Our fantastic users are the engineers managing and planning these great projects.
We’re at an exciting stage of our journey. Having launched our V1 in the UK in 2019, we are now the platform that the largest projects and contractors in the UK and Australia are powered by. As we move from the product/market fit phase of our journey to larger and larger user and customer adoption, we are continuing to grow our team.
Join us on a mission to improve an industry that contributes to around 10% of GDP but is less productive than 20 years ago... It’s kind of a big issue.
About the role
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. You'll get to test new features to make sure they work as intended, create helpful documentation, and directly support 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 closely with experienced teammates who'll 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 in to help users solve problems through live chat
- 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.
What you'll be responsible for
- 🧪
QA Testing
Ensure high quality work by testing code meets the requirements
- 💬
Query Handling (online / live chat)
Address and resolve queries, questions, and problems via online platforms to ensure positive customer outcomes and experiences
- 📖
Write Help Documentation
Write & update help documentation to explain a workflow more clearly, or write internal rules to define how a new feature should behave
Skills you'll need
- 🤔
Curiosity
Leads with a natural interest in understanding how things work and a habit of asking thoughtful questions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
- 👥
Collaboration
Contributes to group & team discussions
Meet the team
Applying with Hatch
Aphex is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch