Customer Experience Advisor

MPB

Customer Experience Advisor supporting content creators and visual storytellers through technology and personalized assistance. Engaging with customers to enhance their buying, selling, and trading decisions while building trust.

Posted 4/28/2026full-timeBrighton • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Deliver Exceptional Human Customer Support
Combine deep empathy and strong problem-solving skills to fully understand customer needs and confidently deliver personalised 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 optimisation - calling out customer pain points and highlighting opportunities to improve tools and processes that make every interaction better for both you and the customer

Requirements

What you’ll need

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 organised, 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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportproblem-solvingprocess improvementcritical thinkingnavigating ambiguityhandling sensitive situationsAI-assisted systemscustomer engagement platformsCRM experienceknowledge base experience

Soft Skills

empathycommunicationrapport buildingconsultative mindsetcustomer-first mindsetresilienceprofessionalismcuriosityproactivityattention to detail