Customer Service & Operations Manager
The Customer Operations team is growing, and Quantum is looking for a Customer Service & Operations Manager to join the team in Maidstone. In this role, the individual will lead and scale the customer support function across the Cashback and Custard brands. The aim is to transform manual, reactive processes into an efficient, automated operation that protects customers, prevents fraud, and ensures every payout is accurate the first time.
- Lead, coach and scale a remote customer service team, setting clear KPIs, coverage and a culture of accountability.
- Own the end-to-end customer experience, driving measurable gains in NPS, CSAT, retention and resolution times.
- Own customer fraud, abuse and risk, building detection frameworks and automating manual review with technology teams.
- Drive automation across service and operations as the business owner for the support platform (Freshdesk), evaluating AI, live chat and self-service channels.
- Own customer payout operations, keeping payments accurate, controlled and within agreed service levels.
- At least five years leading customer service or customer operations teams, including remote and distributed teams (required).
- A strong track record handling fraud, promotional abuse, account verification or other risk-related customer cases (required).
- Hands-on experience implementing automation and operational efficiencies, ideally with AI or workflow tools (required).
- Comfortable owning support platforms such as Freshdesk or Zendesk (required).
- Fluent in the numbers: NPS, CSAT, AHT, first contact resolution and customer lifetime value (required).
- Commercially minded, with strong stakeholder management and a bias for continuous improvement (required).
- Thrives when working as part of a team (required).
- Comfortable in a fast-paced environment (required).
- Excellent written and verbal English skills (required).
- No ego (required).
- 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.