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Customer Service – Operations Manager
QuantumCustomer Service & Operations Manager leading customer support for Cashback and Custard brands in Maidstone. Focusing on automation, fraud detection, and enhancing customer experience.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading remote customer service teams, driving automation and operational efficiencies, and managing customer experience metrics such as NPS and CSAT. Proficient in handling fraud and risk-related cases while fostering a culture of accountability and continuous improvement.
Highest-signal resume keywords
Customer Service LeadershipFraud Detection and Risk ManagementAutomation ImplementationSupport Platform ManagementStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Experience ManagementNPSCSATAHTFirst Contact ResolutionCustomer Lifetime ValueOperational EfficiencyAutomation ToolsFraud PreventionAccount Verification
Soft Skills
Team CollaborationContinuous Improvement MindsetExcellent Communication
Tools & Technologies
FreshdeskZendeskAI ToolsLive Chat SolutionsSelf-Service Channels
Industry Keywords
Customer OperationsRemote Team ManagementService Level AgreementsCustomer Payout Operations
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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!
Benefits
Comp & perks- 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