Customer Experience Team Leader, MPB
Used photography & videography marketplace
Be an early applicant
Used photography & videography marketplace
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To be the leading platform globally for photographers and videographers to trade equipment, with the fastest and most personalised experience.
Role
Who you are
- Strong Customer Experience /Service Background - you care about customers and inspire others to care
- Experienced Leadership background
- Excellent communication skills - you can lead with confidence and care
- Familiar with Customer Support messaging tools and platforms
- Skilled communicator who thrives on proactively managing complex issues through to resolution
- Highly organised with ability to prioritise and re-prioritise tasks according to level of urgency / business impact
- Tech-savvy with the ability to navigate and troubleshoot across multiple products / platforms
- Adaptable to change with strong Emotional Intelligence skills
- Experienced in leading teams through change
What the job involves
- At the heart of the Customer Experience Team, our Customer Team Leaders are subject matter experts on all systems, operational workflows and policies related to the customer journey at MPB
- Reporting to the regional Customer Communications Manager, whom you will work closely with, you will be responsible for organising the busy day-to-day operations for your team of CE advisors and Senior advisors
- You will be the go-to person for any questions or support they might need
- You will empower and lead the team with confidence and care, monitor the daily performance across multiple contact channels, collaborate closely with our internal fulfilment teams to ensure that all orders and customer enquiries are processed as efficiently as possible
- You will be responsible for resolving complaints, coaching team members and performing quality assurance checks on your team's interactions with our customers to ensure service excellence
- Oversee daily CE operations, including rotas, coverage, and real-time resource management
- Monitor contact volumes and allocate team members to priority or specialist cases
- Act as escalation point for complex issues, complaints, and Trustpilot reviews
- Lead, coach, and develop team members, supporting performance plans
- Ensure quality through regular QA checks and continuous improvement
- Support onboarding and deliver ongoing training
- Collaborate cross-functionally (Ops, Pricing, Fraud, Logistics) to resolve cases
- Manage internal processes, including Jira tickets and key admin tasks
- Maintain product knowledge and support wider team goals
Our take
Brighton-based MPB’s used camera and photo equipment marketplace has been going through a period of rapid growth of late, reflecting the European used goods marketplace as a whole.
The company joins the likes of Wallapop (Spain) and Vestiaire Collective (France) in a coterie of second-hand buy & sell platforms that have risen in popularity, and received major funding as a result. While used goods platforms have always been very popular online, MPB and its ilk’s niche market approach is paying off. The public conscience surrounding sustainability and circular economies no doubt plays a role in this.
However, the main factor behind the company's sharp growth may be the rise of online content creators, which has created a greater demand than ever for quality film and photo equipment. With no sign of demand slowing for MPB’s platform, the company is aiming to ramp up operations across its locations in Brighton, Berlin, and Brooklyn, and possibly expand further afield.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
62% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2021
$66.6m
SERIES D
Jul 2019
$11.6m
SERIES C
Total funding: $87.7m
Company benefits
- 25 Days Holiday
- Hybrid working
- Employee discount on MPB stock
- Cycle to work scheme
- Private Healthcare
- 4% contributory pension scheme
Company HQ
Brighton, UK
Leadership
Matt Barker
(CEO)Matt founded MPB having developed his interest in marketplaces whilst studying Economics at The University of Warwick.
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