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 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 Operations team is growing! We’re 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, 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].