Qualifications
ResponsibilitiesLead and mentor a geographically diverse Customer Experience team.Establish clear quarterly objectives and projects that align with company and product goals.Ensure users receive prompt and thoughtful support, while shaping communication strategies in collaboration with Marketing and Product teams as our product continues to evolve.Oversee high-quality product knowledge, documentation, and internal enablement efforts.Manage bug and feature request triage to ensure issues are well-defined and actionable.Play a crucial role in incident responses and user communication during challenging situations.Collaborate closely with Product, Engineering, Design, and Go-To-Market teams.Requirements and SkillsProven experience in leading or mentoring teams, ready to embrace broader leadership responsibilities.A deep curiosity regarding product and system functionality.A knack for unraveling complex, ambiguous problems and articulating clear explanations.A commitment to building trust with users and internal teams.Generosity in sharing knowledge, context, and time.Experience in SaaS or customer-facing product teams is beneficial, but a suitable mindset is more crucial than prior experience.
About the job
About the Role
We are seeking a dynamic Customer Experience Lead to guide our esteemed CX team into its next exciting phase. At Aphex, the Customer Experience department is embedded within the Product organization, playing an essential role in shaping how users perceive, engage with, and trust our evolving product. This position entails taking full ownership of these responsibilities, leading a geographically distributed team that has a deep understanding of our platform’s functionality, user behavior, and the ability to transform complex issues into clear solutions for both users and internal stakeholders. You'll join a team with a defined identity and strong foundations, aiming to expand its influence across product knowledge, user support, communication, and enablement while maintaining the curiosity and care that currently fosters trust. This is a hands-on leadership opportunity for someone who enjoys diving into details while also designing systems, processes, and partnerships that will enhance the user experience with Aphex over time.