Join Castorama as a Chargé Relation Client to enhance customer satisfaction. Collaborate with sales and logistics teams to support customers' home improvement projects.
About the role
- Customer Experience Specialist at Aphex enhancing user interactions through live support and product communication. Collaborating with teams to improve product experience and user satisfaction.
Responsibilities
- 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, CS)
- Turn product changes into updates users can understand and follow
- Write and maintain things like release notes, in-app messages, and guides
- Help decide how and where updates should show up so they feel connected and clear
- Keep our help centre, internal rules, 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
- Spot patterns in what users are asking for and share those insights with Product
- Help keep users and internal teams informed during incidents or planned changes
Requirements
- Get energy 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 helping shape 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 moving between creative thinking and practical problem-solving, depending on what the moment calls for
Benefits
- A high-performing team: Work with a collaborative and motivated group who genuinely enjoy building together
- The right tools: A MacBook Pro and a modern tech stack
- Genuine development: Ongoing training, coaching, and a personal development budget
- A focus on culture: We're focused about making real impact together. Learn more about how we work here.
- Annual Aphex Offsite: In 2025 our team met for a week in Da Nang, Vietnam, join us to see what 2026 has in store!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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