Customer Operations Associate

🚀 Role🚀: Customer Operations Associate

📍 Location: Brighton, Hybrid

💖 Department: Customer

📅 Position type: Full time, Permanent

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

As a Customer Operations Associate, you'll help maintain and improve the technology that powers our customer support operation, ensuring customers receive fast, effective and seamless support.

You'll work across customer systems, AI workflows and automation, helping identify opportunities to improve both the customer and advisor experience.

You'll also:

• 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