Customer Experience Advisor

Location: Brooklyn • Department: Customer Experience • Permanent, full-time hybrid role

About the role

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 central to how we build trust with a global community of photographers and videographers. This means combining specialist product knowledge with thoughtful, personal support and genuinely caring about the outcome. The role has evolved beyond 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.

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 judgment where automation falls short, and feeding back what you learn so the whole operation gets smarter over time.

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

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 judgment
• 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

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 recognize 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.

Benefits

• Competitive salary of $50,000 per annum
• PTO allowance
• Medical, dental, and vision coverage
• 401k retirement plan
• Company Employee Assistance Program (EAP)
• Employee discounts
• Dog-friendly office
• Private healthcare from your start date
• Clear career frameworks to support professional growth

Values

• 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: continuously improve yourself, the team, and the experience