Customer Service & Operations Manager

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 worlds 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. Weve helped ambitious brands grow faster smarter and globally.

The Role

Our Customer Operations team is growing! Were looking for a Customer Service & Operations Manager to join our team in Maidstone.

In this role you will lead and scale our customer support function across the Cashback and Custard brands turning manual reactive processes into an efficient automated operation that protects customers prevents fraud and gets every payout right first time.

Key Responsibilities

• 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 our technology teams

• Drive automation across service and operations as the business owner for our support platform (Freshdesk) evaluating AI live chat and self-service channels

• Own customer payout operations keeping payments accurate controlled and within agreed service levels

About You

• At least five years leading customer service or customer operations teams including remote and distributed teams

• A strong track record handling fraud promotional abuse account verification or other risk-related customer cases

• Hands-on experience implementing automation and operational efficiencies ideally with AI or workflow tools

• Comfortable owning support platforms such as Freshdesk or Zendesk and fluent in the numbers: NPS CSAT AHT first contact resolution and customer lifetime value

• Commercially minded with strong stakeholder management and a bias for continuous improvement

• You thrive when working as part of a team

• Comfortable in a fast-paced environment

• Have excellent written and verbal English skills

• Last but not least youll have no ego!

What Youll 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

Whats the next step

Our hiring process ensures were 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 were all about at Quantum and want to join a team where you can make an impact please apply or contact us at

Required Experience:

Manager