Customer Experience Advisor

Job Description

Job Description

???? Customer Experience Advisor ????

???? Location: Brooklyn
???? Department: Customer Experience
???? Position type: Permanent, full-time - hybrid

???? Salary : $50,000 per annum

MPB is the world's largest platform for used photo and video kit. We make it simple to buy, sell and trade cameras, lenses and accessories — sustainably and with full confidence.

Behind every great customer story at MPB, there's an advisor who made the moment matter.

Our Customer Experience team is award-winning, and it isn't a support desk bolted onto the business. It's central to how we build trust with a global community of photographers and videographers.

That means combining specialist product knowledge with thoughtful, personal support, and genuinely caring about the outcome. The role has moved on from transactional support: you'll guide customers through complex buying, selling and trading decisions, own each interaction end to end, and work cross-functionally to resolve issues with care and efficiency.

Our award-winning team knows great service is what keeps customers coming back, and you'll play a real part in that - building relationships with new, repeat and high-value customers alike.

You'll also help shape the systems behind the experience. Using AI tools and copilots to work faster and more consistently, stepping in with your own judgement where automation falls short, and feeding back what you learn so the whole operation gets smarter over time.

What you'll actually be doing.

• Combine empathy and problem-solving to fully understand what a customer needs, and deliver resolutions that feel personal — across chat, email, phone and social, tailoring tone and language to fit

• Own customer outcomes end to end, working cross-functionally to resolve complex or high-impact issues with genuine care

• Use AI tools and copilots to work with speed and consistency, and take ownership where automation isn't enough

• Review human and AI conversations to spot where the experience — and your own performance — can improve

• Call out pain points and champion the tools and processes that make every interaction better, for customers and for the team

Who you are.

• Experienced in customer support or a similar customer-facing role, ideally in a scaling, high-growth business

• Comfortable working with CRMs and customer engagement platforms (e.g. Intercom)

• A confident, approachable communicator who builds rapport and responds with empathy across every channel

• Naturally consultative — you understand what a customer needs and guide them to the right outcome

• Sharp at solving complexity and navigating ambiguity with good judgement

• Comfortable handling sensitive situations with resilience and professionalism

• Open and confident working alongside AI-assisted tools and systems

Nice to have.

• Experience with AI-supported customer service tools

• Process improvement or knowledge-base experience

• A genuine interest in photography or video equipment

• Additional languages

Why MPB.

We're part of the circular economy for photo and video kit — genuinely good for people, and good for the planet. We're a low-hierarchy team where advisors are trusted to own outcomes, not just follow scripts, and where your feedback actually changes how the support operation works. And we're still growing across the UK, US and Europe, with a story worth being part of.

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 behaviour

???? Agents of Change: embrace technology and innovation to shape the future of support

???? Focussed 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

• Competitive salary

• PTO allowance

• Medical/Dental/Vision

• 401k

• Company EAP

• Employee Discounts

• Dog-friendly office

At MPB, we support our staff and their careers in every way we can.

As well as all the standard benefits, we have clear career frameworks in place so that you know where your career is going to develop.

The wellbeing of our employees is paramount and we provide private healthcare from your start date as well as access to our EAP to support your mental wellbeing.