Customer Experience Advisor

MPB•New York, NY

5d•Hybrid

About The Position

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.

Requirements

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 Haves

Experience with AI-supported customer service tools
Process improvement or knowledge-base experience
A genuine interest in photography or video equipment
Additional languages

Responsibilities

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