Customer Experience Advisor
Department: Customer Experience
Position type: Permanent, full-time
The role
Our team of Customer Experience Advisors are brand ambassadors for MPB, expertly supporting our community of content creators and visual storytellers at every stage of their journey. Technology is at the heart of what we do, but you’ll play a key role in managing the moments that matter the most – where human judgment makes the difference. Combining specialist knowledge, thoughtful personalized support, and a passion for positive customer outcomes, you will build trust, inspire confidence, and drive long‑term customer loyalty. The role is evolving beyond traditional transactional support. You will guide customers through complex buying, selling, and trading decisions, taking ownership of each interaction and working cross‑functionally to resolve issues with care and efficiency. Our award‑winning team understands how great service drives customer retention, and you’ll have the opportunity to make a significant and valuable contribution to our business growth by cultivating relationships with new, repeat, and high‑value customers. Alongside this, you’ll help improve the systems behind the experience – working with AI tools and workflows to ensure every interaction is not only resolved effectively, but also contributes to a smarter, more scalable support operation.
What You Will Be Doing
Deliver Exceptional Human Customer Support
- Combine deep empathy and strong problem‑solving skills to fully understand customer needs and confidently deliver personalized resolutions.
- Handle complex, high‑impact queries across chat, email, phone, and social channels with care, tailoring language and branded tone of voice accordingly.
Own Customer Outcomes
- Take end-to-end ownership of customer issues, ensuring resolutions are not only fast but genuinely supportive and reassuring.
- Collaborate cross-functionally to positively resolve specific or complex customer issues.
Work Alongside AI
- Use AI tools and copilots to enhance speed, quality, and consistency.
- Take ownership where automation falls short, ensuring a seamless customer experience.
Improve the System
- Periodically review human and AI conversations to identify how customer experience and personal performance can be iteratively improved.
- Be part of our continuous operations optimization – calling out customer pain points and highlighting opportunities to improve tools and processes that make every interaction better for both you and the customer.
What We Are Looking For
- Demonstrated experience in customer support or a similar customer-facing role, especially in a scaling high‑growth business.
- Experience working with CRMs and customer engagement platforms (e.g. Intercom).
- Confident, approachable communicator who builds rapport with customers and responds with empathy across multiple contact channels.
- A naturally consultative and customer‑first mindset, confident in understanding customer needs and guiding them to the best outcome.
- Proven ability and passion for solving complexity, thinking critically, and navigating ambiguity with sound judgment.
- Comfortable handling sensitive or challenging situations with empathy, resilience, and professionalism.
- Confidence using technology and tools, with openness to working alongside AI‑assisted systems.
- Curious and proactive, with a drive to improve processes, systems, and customer outcomes.
- Highly organized, with strong attention to detail, ensuring every customer interaction is handled accurately and efficiently.
Nice to Have
- Experience with AI-supported customer service tools.
- Process improvement or content/knowledge base experience.
- Interest or knowledge in photography equipment.
- Additional languages.
Our Values; applied
- Better, Connected – collaborate internally and share knowledge to improve customer outcomes.
- Empowering and Empowered – take ownership and act with accountability.
- Insight-driven – use data and feedback to drive decision‑making and influence behavior.
- Agents of Change – embrace technology and innovation to shape the future of support.
- Focused on Excellence – deliver quality and value in every interaction.
- Passionately Ambitious – continuously improve yourself, the team, and the experience.
About MPB
We are MPB, the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro. We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve. MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.
Benefits
- 25 days annual leave + bank holidays
- 1 wellbeing day off per year
- 5% employer contributory pension scheme
- Private healthcare
- Access to EAP with a range of employee discounts
- Buzzing social calendar
- Dog friendly workplace
- Bespoke Learning Management System - the MPB 'Learning Lab' with access thousands of free courses to upskill in any areas you'd like; whether personally or professionally
- 2 volunteer days per year for charity which aligns with MPB values, and of your choosing
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