Customer Service Executive
Quantum is looking for a Customer Service Executive to join the team in London. This role involves managing rewards customers throughout their journey, from their initial enquiry to the final payout.
The successful candidate will be responsible for managing payment runs to ensure cashback is delivered to members accurately and on time. The role focuses on maintaining high standards of communication and ensuring that every customer interaction is handled with speed and quality.
- Reply to customer enquiries through Freshdesk in a clear, friendly and accurate way, within our response SLAs.
- Tag every ticket correctly, keep on-hold tickets moving and follow our escalation process for complaints.
- Answer withdrawal queries, including held and not received payments, and help with payment runs once trained, checking every payment for accuracy and keeping notes so it can be traced.
- Carry out account and ID checks for fraud, bonus abuse, multi-accounting and referral abuse using our decision guides, checking the facts fairly and escalating unclear cases with clear notes.
- Handle GDPR requests within the legal timeframe and draft Trustpilot review responses once trained, keeping every reply clear and on-brand.
- Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step.
- Build confidence with Freshdesk automations, help test AI-assisted tools and live chat, and suggest self-service and automation ideas from the questions customers ask most.
- Share what customers tell us with product, technology and finance, so our products, services and processes keep improving.
- At least three years in customer service, ideally with Freshdesk, Zendesk or a similar help desk (required).
- Exceptional attention to detail, especially with figures and payments (required).
- Good judgement and a fair-minded approach with sensitive cases (required).
- Comfortable with numbers and basic reporting in Google Sheets (required).
- Curious about AI and automation (required).
- Thrive when working as part of a team (required).
- Comfortable in a fast-paced environment (required).
- A growth mindset and a passion for continuous improvement (required).
- Experience with fraud checks, GDPR or a regulated industry such as fintech or iGaming (nice-to-have).
- Private Health Care (Bupa)
- Hybrid Working (3 days in office)
- Travel Insurance
- Competitive Base Salary
- Company Bonus Scheme
- Paid for AI Subscription (Claude / ChatGPT / Gemini)
- Market-Leading Training Programme
- Recognition & Reward Scheme
- Annual Company Conference
- Regular Happy Hours & Team Lunches
- Free Coffee, Drinks & Snacks
Quantum is a performance-driven affiliate marketing and digital comparison company that connects global brands with high-intent consumers. Headquartered in London, it builds data-driven comparison services and campaigns designed to be measurable, optimised in real time and scalable. The company combines in-house technology, full-stack analytics and a compliance-first approach to operate in regulated and high-growth sectors. Quantum aims to help users make faster, smarter buying decisions while driving growth for its partners.