About AphexOur 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are the engineers managing and planning these incredible projects.Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow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 RoleCustomer 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 current 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 DoSupport & TroubleshootingBe in live chats every day, solving problems with users and learning what'll make Aphex better nextDig 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 customersOwn the maintenance and expansion of Intercom, our support platformRaise and escalate incidents to Engineering, and keep things moving until they're resolvedProduct CommunicationTurn product changes into updates users can understand and followWrite and maintain things like release notes, in-app messages, and our external changelogOwn how and where updates show up so they feel connected and clear - and decide when customers need proactive communication about launches, changes, and known impactsGive users advance notice of major changes in-app, and lead communication during incidentsPartner with Marketing to turn product momentum into advocacy and customer championsProduct Knowledge & EducationKeep our help centre and product documentation in good shape as the product evolvesHelp teammates and new starters get comfortable with how Aphex worksSupport consistent product understanding across the companyOwn projects that improve support, knowledge sharing, or how CX works day to dayVoice of the CustomerTriage bug and feature feedback into the right product areas, bringing clear context and evidence with itDefine how we tag and organise feedback so recurring patterns and risks are easy to spot and share with ProductMonitor post-release sentiment, confusion, and support impact, and feed it straight back to ProductClose the loop with users once bugs are fixed, requests are actioned, or improvements ship - so they know they were heardWho you areEnergised from working closely with users - talking things through, solving problems together, and using those conversations to inform how we communicate and improve things nextAre naturally conversational and curious, and enjoy being in the middle of people, problems, and productAre 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 mattersEnjoy experimenting with different ways of communicating change, from words and visuals to lightweight videos, GIFs, and in-app momentsLike playing with tools and formats, and are interested in building simple frameworks or patterns over time so product communication feels thoughtful and consistent across channelsLike 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 pictureAre comfortable transitioning between creative thinking and practical problem-solving, depending on what the moment calls forWhat We OfferFlexible/remote work across UK and Australian time zones, with WeWork accessOne 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 programmePaid parental leaveMindFi EAP accessEmployee Referral ProgramReady 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/careersEqual Employment Opportunity (EEO) StatementOur 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 (Kalgoorlie - Boulder)
🏢 Aphex
📍 Kalgoorlie - Boulder