Customer Experience Advisor

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.

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.

• 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

• 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

• Experience with AI-supported customer service tools

• Process improvement or knowledge-base experience

• A genuine interest in photography or video equipment

• Additional languages

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.

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

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…