Junior Customer Experience Specialist, Aus

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 Instead of juggling spreadsheets, whiteboards, and outdated systems, we build tools (with automated delay tracking, reports, and visualisations - including multiplayer Gantt charts, maps, boards, and lists) that allow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, w