Customer Success Ambassador
Location: Manchester, UK (ideally but open to locations)
Hours: 1pm–9pm
Hybrid – occasional travel to the office as and when required
plus 1 weekend per month
Salary: £26,550.00per year
Join our milk round
Our goal at Modern Milkman is to make the home sustainable, and, to date, we've prevented over 100 million plastic bottles from polluting the planet. Not bad for a business that started as four friends from Lancashire delivering milk from a beat-up truck!
We’re using technology, creative problem solving and innovating historical methods to bring back the milk- round and by doing that we offer our customers the ability to make more planet-positive shopping habits one small, simple and very convenient step at a time.
Your mission
This is a customer focused role solving problems, finding solutions and delighting our customers, whilst bringing insights and feedback to the wider business.
Our Customer success team passionately cares about the service we provide, the opportunity we have and the success of our experience. We are the eyes and ears of our Customers, Suppliers and Drivers. The highlighters of niggles, problems, opportunities and relationships. Responsible for ensuring exceptional service in the Modern Milkman way and collaborating with other teams to ensure the customer experience is above and beyond, they put the customers at the heart of any decision made and facilitate research and insight.
Key Responsibilities
* Deliver high-quality customer support across phone, email, chat, and social platforms (e.g. Instagram, Facebook), always adapting tone and phrasing to suit both UK and US audiences.
* Handle customer reviews by resolving issues, encouraging positive feedback, and sharing insights with the wider team to improve service and sentiment.
* Manage escalated complaints and complex calls with empathy, collaborating across teams to deliver smooth and consistent experiences.
* Respond to DMs and social messages across platforms, turning negatives into positives and using region-appropriate language that reflects our brand voice.
* Work closely with our operations teams to troubleshoot delivery or logistical challenges impacting customers—supporting smooth day-to-day performance.
* Reach out proactively to customers to prevent issues before they arise and keep them informed—offering reassurance and clear solutions.
* Handle escalated complaints and liaise cross-functionally to ensure swift resolutions
* Take on callbacks and customer follow-ups, ensuring resolution with clarity and care
* Spot trends and customer insights that highlight market-specific as well as global opportunities to contribute to strategy through real-time insights
* Get stuck in—whether it’s team chats, 1:1s or appraisals—sharing ideas and feedback that help us grow as a team and deliver a better customer experience.
* Take on feedback from QA, CSAT and your leads to keep improving how you support customers and communicate with confidence
* Be a strong advocate for our brand and culture—internally and externally—by living our values, building trust, and ensuring every interaction reflects who we are.
* Participate in a Milkround and Hub visits as and when required, to gain insight into how we operate!
What You’ll Bring
* Excellent written and verbal communication; clear, empathetic, and authentic
* Strong free-hand writing for both internal and customer communication
* Experience across omnichannel platforms: phone, email, chat, and social media
* Skilled in complaint handling, de-escalation, and complex problem-solving
* Familiar with review platforms and responding in a public space
* Able to multitask, stay organised, and work under pressure
* Strong IT literacy including Microsoft Office and familiarity with GDPR best practices
* Comfortable working towards targets in a results-driven environment
* Competencies & Behaviours
* Customer-Centric: Always puts the customer first, striving to create memorable experiences
* Communicator: Empathetic, patient, and personal in all interactions
* Problem Solver: Thinks creatively and takes initiative to resolve challenges
* Adaptable: Thrives in a fast-paced, dynamic environment
* Brand Ambassador: Positive, enthusiastic, and proud to represent Modern Milkman
* Resilient: Calm and level-headed under pressure, always aiming for the best outcomes
Benefits
* 25 days holiday, 8 bank holidays (5 flexible ones). Plus, your birthday off too!
* EMI share options
* Up to 6% matched company pension.
* Access to thanksBen, for a range of core & flexible benefits
* Employee discount off Modern Milkman products
* Enhanced parental leave & pay
* Life Insurance
* Cycle to work scheme & Octopus EV salary sacrifice
* In-person company events
* £300 working from home set up
* £300 L&D budget per annum
* £300 Health and Well Being budget
* Endless samples of our stock – Seriously, our category managers have us taste testing food and drinks all the time!
* Up to 4 weeks working abroad
* 2x volunteering days and team volunteering days
* Loads of company clubs to join, from book clubs (Page Churners), Running, cycling and swimming (Trotters and Plodders), 5 aside Football (Modern Milkman FC) and any other pun-related clubs you can think of.
Interview Process: 5 stages (incl. a task)
Talent Screen 30 mins >Hiring Manager Interview 30 mins > Ways of working & Technical interview 1 hour
Candidate Experience ️ Due to the high volume of applications, it might take us a little longer to get back to you. Most feedback will be shared via email, and we make every effort to provide specific and constructive insights whenever possible
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