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and on-brand • Follow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step • Build confidence with Freshdesk automations, help test AI-assisted tools and live chat, and suggest self-service and automation ideas from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 careers@quantum.media.