Customer Experience Lead

Job Title

Customer Experience Lead

Location

Hybrid: London

About the Role

We’re looking for a Customer Experience Lead to take a strong, well-respected CX team into its next chapter. At Aphex, CX sits inside the Product org and plays a critical role in how people understand, experience, and trust our product as it evolves. This role is about owning that responsibility, leading a distributed team who deeply understand how things work, how users actually use the platform, and how to turn complexity into clarity for both users and internal teams. You’ll step into a team with a clear identity and solid foundations, and help extend its impact across product knowledge, support, communication, and enablement without losing the care and curiosity that make it trusted today. This is a hands-on leadership role for someone who enjoys being close to the detail while also designing systems, rhythms, and partnerships that will shape how users experience Aphex over time.

Responsibilities

• Lead and mentor a distributed CX team across regions

• Set clear quarterly focus and projects that align with company and Product goals

• Ensure users receive fast, thoughtful support, and design how we communicate with users as the product evolves — partnering with Marketing and Product to shape product updates, release messaging, and ongoing user communication

• Own high-quality product knowledge, documentation, and internal enablement

• Oversee bug and feature request triage, ensuring issues are well-formed and actionable

• Play a key role in incident response and user communication when things go wrong

• Partner closely with Product, Engineering, Design, and Go-To-Market teams

Requirements and Skills

• Has experience leading or mentoring a team and is ready to step into broader ownership

• Is deeply curious about how products and systems work

• Enjoys untangling messy, ambiguous problems and explaining them clearly

• Cares about building trust with users and internal teams

• Is generous with knowledge, context, and time

• Experience in SaaS or customer-facing product teams is helpful, but mindset matters more than a perfect background
  

What We Offer

• A high-performing team Be part of and contribute to a genuinely collaborative and motivated team

• Flexibility Remote-first working with access to a convenient WeWork office

• The right tools A sweet MacBook Pro setup and a cutting-edge tech stack

• Genuine development Ongoing training, learning, and coaching to get better every day (including a training allowance)

• A focus on culture At Aphex, we are focused on making real impact, together, and strive to walk the talk on that every day

• Growth opportunities As Aphex scales across new markets, your career can scale with it

• Annual offsite: In 2025 our team met for a week in Da Nang, Vietnam - you’ll need to join us to see where we have planned in 2026!

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, colour, 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.