At a Glance
- Tasks: Help improve customer support tech and enhance user experiences with AI and automation.
- Company: Join MPB, the largest platform for used photography and videography gear.
- Benefits: Enjoy 25 days leave, private healthcare, and a buzzing social calendar.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Shape the future of customer support while developing your skills in a tech-driven environment.
- Qualifications: Experience in customer service and a passion for technology and process improvement.
The predicted salary is between 30000 - 40000 £ per year.
At MPB, we're transforming the way people buy, sell and trade used photography and videography equipment. As the world's largest platform for used camera gear, we're making kit more accessible and sustainable for creators around the world.
We're looking for a Customer Operations Associate to join our Customer Experience team in Brighton. This is an exciting opportunity to help shape the future of customer support at MPB as we continue our journey towards an AI‑first, human‑supported customer experience.
If you've built a strong foundation in customer service and are curious about technology, automation and AI, this role offers the chance to develop specialist skills while helping improve the tools and systems that support both our customers and colleagues.
Working closely with the Head of Customer Experience and teams across Product, Engineering and Data, you'll play a hands‑on role in improving customer journeys, optimising Intercom and supporting the rollout of AI‑powered customer experiences.
What You’ll Be Doing
- Help maintain and improve the technology that powers our customer support operation, ensuring customers receive fast, effective and seamless support.
- Work across customer systems, AI workflows and automation, helping identify opportunities to improve both the customer and advisor experience.
- Support the configuration and optimisation of Intercom, including inboxes, workflows and automation rules.
- Help build, test and improve AI‑powered customer experiences and automated support journeys.
- Assist with quality assurance of AI conversations, identifying opportunities to improve accuracy and customer outcomes.
- Support the ongoing optimisation of customer journeys across both automated and human support.
- Work with Content and Knowledge teams to improve self‑service experiences.
- Help identify process improvements that increase efficiency and consistency across Customer Operations.
- Maintain documentation for workflows, systems and operational processes.
- Analyse customer support data and identify trends, issues and opportunities for improvement.
- Collaborate with Product, Engineering, Data and Customer teams on new initiatives and feature releases.
- Support testing of new workflows, automation and customer experience improvements.
What We’re Looking For
You're someone who enjoys solving problems, improving processes and understanding how technology can make customer experiences even better. You're naturally curious and excited by AI, automation and emerging technologies, with a desire to build your knowledge and develop a career in Customer Operations.
You’ll bring:
- Experience in a customer service or customer support role.
- Strong working knowledge of Intercom or a similar customer support platform.
- An interest in systems, technology and operational improvement.
- Curiosity about AI, automation and how they can enhance customer experiences.
- Strong attention to detail and excellent organisational skills.
- Good analytical skills with the ability to spot trends and identify opportunities for improvement.
- A collaborative approach and confidence working with cross‑functional teams.
- A proactive mindset with a willingness to learn and develop.
It would also be great if you have:
- Experience supporting quality assurance or feedback processes.
- Exposure to automation tools, chatbot platforms or workflow design.
- Familiarity with reporting or visualisation tools such as Tableau.
- Experience contributing to process or system improvement projects.
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 recognise 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. At MPB, every employee has the opportunity to make an impact and grow.
Benefits
- 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.
Customer Operations Associate in Brighton employer: MPB
MPB is an exceptional employer that fosters a dynamic and inclusive work environment in the vibrant city of Brighton. With a strong commitment to employee growth, MPB provides ample opportunities for professional development and encourages innovative thinking, particularly in the realm of digital workplace technology and AI integration. Joining MPB means being part of a forward-thinking team that values collaboration and empowers its employees to drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Associate in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MPB. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MPB before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Operations Associate in Brighton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MPB:Your cover letter is your chance to shine! Tell us why you want to work at MPB specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MPB!
How to prepare for a job interview at MPB
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
