Customer Success Ambassador

Customer Success Ambassador Join to apply for the Customer Success Ambassador role at Modern Milkman. Base Pay Fixed term contract – 6 months with a possibility to extend. Location: open to locations / Hybrid – occasional travel to the office as and when required. Working hours: Typically daytime hours with the rotation of 9:30 am – 6:00 pm or 12:30 pm – 9:00 pm, plus 1 weekend per month. Salary: £26,550.00 per year, pro‑rated for the duration of the FTC. Join our milk round 🥛🌎. Our goal at Modern Milkman is to make homes sustainable, preventing over 100 million plastic bottles from polluting the planet while delivering milk in a convenient, planet‑positive way. Key Responsibilities Deliver high‑quality customer support across phone, e‑mail, chat and social platforms (e.g. Instagram, Facebook), 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. 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. Participate in Milkround and Hub visits as and when required to gain insight into how we operate. 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. Take on feedback from QA, CSAT and leads to keep improving how you support customers and communicate with confidence. Contribute ideas and feedback that help us grow as a team and deliver a better customer experience. 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, e‑mail, chat and social media. Skilled in complaint handling, de‑escalation and complex problem‑solving. Familiar with review platforms and responding in a public space. Ability 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); birthday off. EMI share options. Up to 6 % matched company pension. Access to thanksBen for a range of core & flexible benefits. Employee discount on 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 allowance. £300 L&D budget per annum. £300 health and wellbeing budget. Endless samples of stock. Up to 4 weeks working abroad. Two volunteering days and team volunteering days. Company clubs: book clubs, running, cycling, swimming, football and more. Interview Process 5 stages (incl. a task): Talent screen (30 min) Hiring manager interview (30 min) Ways of working & technical interview (1 h) …plus a task. Candidate experience: Due to the high volume of applications, it may take a little longer to get back to you. Most feedback will be shared via e‑mail, and we make every effort to provide specific and constructive insights whenever possible. We strongly encourage candidates of all different backgrounds and identities to apply. We believe that our team is stronger with a variety of perspectives. Referrals increase your chances of interviewing at Modern Milkman by 2×. Get notified about new Ambassador jobs in Manchester, England, United Kingdom. Seniority level: Entry level. Employment type: Full‑time. Job function: Other. Industries: IT Services and IT Consulting. #J-18808-Ljbffr