Customer Service Executive
Our Company
At Quantum, we connect global brands with high-intent consumers. We turn intent into action and complexity into clarity.
Our Mission is clear, to help smarter, faster buying decisions. Our vision, to be the world’s most used digital comparison service, delivering value and simplicity to millions.
We drive growth through data-driven affiliate marketing built for performance from day one. Every campaign is measurable, optimised in real time, and designed to scale.
With in-house tech, full-stack analytics, and a compliance-first mindset, we give our partners an edge. We drive confident decisions and growth in regulated and high-growth sectors. We’ve helped ambitious brands grow faster, smarter, and globally.
The Role
Our Customer Service team is growing! We’re looking for a Customer Service Executive to join our team in London.
In this role you will look after our rewards customers from first question to final payout. You’ll own the payment runs that get cashback into members’ accounts accurately and on time, and raise the speed and quality of every reply we send.
Key Responsibilities
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Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step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
About You
At least three years in customer service, ideally with Freshdesk, Zendesk or a similar help desk
Exceptional attention to detail, especially with figures and payments
Good judgement and a fair-minded approach with sensitive cases
Comfortable with numbers and basic reporting in Google Sheets
Curious about AI and automation.
You thrive when working as part of a team
Comfortable in a fast-paced environment
A growth mindset and a passion for continuous improvement.
Experience with fraud checks, GDPR or a regulated industry such as fintech or iGaming is a bonus
Last but not least, you’ll have no ego!
What You’ll Get
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
What’s the next step?
Our hiring process ensures we're recruiting the right people for the role. We ensure that people are as suitable for us as we are for them.
If you like the sound of what we're all about at Quantum and want to join a team where you can make an impact, please apply or contact us at [email protected].