Overview
Join to apply for the Customer Success Ambassador role at Modern Milkman.
Base pay range
Location: open to locations / Hybrid – occasional travel to the office as and when required
Typically daytime hours, with occasional later shifts for cross team support. Plus 1 weekend per month
Salary: £26,550.00 per year, pro rated for the duration of the FTC
This range is provided by Modern Milkman. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
What You’ll Do
* 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 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.
* Engage in team activities and provide ideas and feedback to help grow the team and improve the customer experience.
* Take on feedback from QA, CSAT and leads to continually improve how you support customers and communicate with confidence.
* Be a strong advocate for our brand and culture—internally and externally—by living our values and reflecting who we are in every interaction.
* Participate in a Milkround and Hub visits as 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
* 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 – taste testing with category managers
* Up to 4 weeks working abroad
* 2x volunteering days and team volunteering days
* Clubs and activities across the company
Interview Process
5 stages (incl. a task). Talent Screen 30 mins > Hiring Manager Interview 30 mins > Ways of working & Technical interview 1 hour. Due to the high volume of applications, it might take a little longer to get back to you. Most feedback will be shared via email.
Additional
We strongly encourage candidates of all backgrounds and identities to apply. We believe our team is stronger with a variety of perspectives.
Location
Manchester, England, United Kingdom
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