Customer Experience Advisor

Customer Experience Advisor

Department:
Customer Experience

Position type:
Permanent, full-time

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.

• 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.

• 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.

• Use AI tools and copilots to enhance speed, quality, and consistency.
• Take ownership where automation falls short, ensuring a seamless customer experience.

• 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.

• 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.

• Experience with AI-supported customer service tools.
• Process improvement or content/knowledge base experience.
• Interest or knowledge in photography equipment.
• Additional languages.

• 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 –…