{"id":3392007,"url":"https://alion.io/job/quantum-customer-service-executive","title":"Customer Service Executive","company":{"id":456063,"name":"Quantum","domain":"quantum.media","url":"https://alion.io/company/quantum-7","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Maidstone, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":92000,"period":"year","method":"role_seniority_country_cell","sample_n":8},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"GDPR","optional":false},{"name":"Google Sheets","optional":false},{"name":"Zendesk","optional":false},{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"Gemini","optional":true}],"status":"live","first_seen_at":"2026-10-28T08:50:25Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-29T21:06:40Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Our Company\n At Quantum, we connect global brands with high-intent consumers. We turn intent into action and complexity into clarity.\nOur 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.\nWe 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.\nWith 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.\nThe Role\nOur Customer Service team is growing! We’re looking for a Customer Service Executive to join our team in London.\nIn 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.\nKey Responsibilities\nReply to customer enquiries through Freshdesk in a clear, friendly and accurate way, within our response SLAs\n\nTag every ticket correctly, keep on-hold tickets moving and follow our escalation process for complaints\n\nAnswer 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\n\nCarry 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\n\nHandle GDPR requests within the legal timeframe and draft Trustpilot review responses once trained, keeping every reply clear and on-brand\n\nFollow our documented processes, help keep the knowledge base up to date and flag any guide that is out of date or missing a step\n\nBuild 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\n\nShare what customers tell us with product, technology and finance, so our products, services and processes keep improving\n\nAbout You\nAt least three years in customer service, ideally with Freshdesk, Zendesk or a similar help desk\n\nExceptional attention to detail, especially with figures and payments\n\nGood judgement and a fair-minded approach with sensitive cases\n\nComfortable with numbers and basic reporting in Google Sheets\n\nCurious about AI and automation.\n\nYou thrive when working as part of a team\n\nComfortable in a fast-paced environment\n\nA growth mindset and a passion for continuous improvement.\n\nExperience with fraud checks, GDPR or a regulated industry such as fintech or iGaming is a bonus\n\nLast but not least, you’ll have no ego!\n\nWhat You’ll Get\nPrivate Health Care (Bupa)\n\nHybrid Working (3 days in office)\n\nTravel Insurance\n\nCompetitive Base Salary\n\nCompany Bonus Scheme\n\nPaid for AI Subscription (Claude / ChatGPT / Gemini)\n\nMarket-Leading Training Programme\n\nRecognition & Reward Scheme\n\nAnnual Company Conference\n\nRegular Happy Hours & Team Lunches\n\nFree Coffee, Drinks & Snacks\n\nWhat’s the next step?\n Our hiring process ensures we're recruiting the right people for the role. 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