Customer Operations and Growth Executive

Join the Revolution in Car Finance 🚗💥 At Carmoola, we’re changing the way people get on the road – making it faster, fairer, and entirely built around the customer. We’ve started with car finance, reimagining it from the ground up with a seamless, digital experience that puts drivers in control. Since launch, we’ve raised over £240m from top‑tier investors (including QED), helped over 16,000 customers get behind the wheel - and we’re scaling fast. To take things to the next level, we’re looking for a sharp, passionate, and customer‑obsessed Customer Operations Executive to deliver best‑in‑class support, delight our customers, and help build a world‑class operations engine at Carmoola. Your Mission We're looking for a commercially minded individual, motivated by improving conversion across the customer journey. You'll combine exceptional customer service with a growth mindset to help more customers progress from application to funded loan, and to capture the insights that make that possible. This role sits in Customer Operations and retains ownership of onboarding and collections, but with a sharper focus on driving conversion and commercial outcomes across phone, chat and email channels. You'll work in the Conversion Squad, proactively contacting customers and helping them through the next steps of their journey, sharing insights along the way. What You’ll Be Doing Own customer interactions across phone, chat and email to help customers progress through key funnel moments (application completion, verification, funding) Proactively support customers at conversion points, guiding them to complete steps, removing friction and closing more eligible cases without compromising compliance or experience Collect, synthesise and communicate customer insights (qualitative and quantitative) from chats, calls, surveys and interviews to inform product, marketing and operations changes. Create and maintain playbooks, scripts and coaching materials to scale high-performing approaches across the team Manage loan lifecycle tasks (onboarding and collections) with empathy and commercial awareness, ensuring compliance and excellent customer outcomes Act as the voice of the customer in cross-functional forums and help prioritise product and experience improvements based on customer need and commercial impact. What You’ll Bring 2+ years of experience in sales or customer service, ideally withexperience focusing on conversion. Fantastic communication skills – warm, persuasive and confident across phone, email and chat. Strong interpersonal and empathy skills – high EQ, patient and genuinely passionate about making people feel valued. A commercial mindset with experience using data to diagnose funnel issues and test improvements. Experience working in a mobile app or digital environment (Zendesk experience is a bonus). Experience in a fast‑paced or startup environment – a growth mindset and positive ‘can‑do’ attitude. Experience in lending or consumer credit is a big plus. Highly autonomous and motivated – you take initiative, solve problems quickly and adapt as things evolve. Please note, this is a shift-based role. You will work a 40-hour week, and our opening hours are 8 am to 9 pm, 7 days a week. You'll usually work 2 weekends a month, but some months it could be 3 weekends. Why Join Carmoola? Competitive salary range of £30K - £35K based on experience Hybrid working – 3 days a week in our London office, in the heart of beautiful Primrose Hill. A high‑impact role with room to grow – You’ll own a core area of our customer experience and have the opportunity to shape and expand your role over time. A culture of trust, kindness, and ownership – We move fast, support each other, and enjoy the ride. If this sounds like your kind of challenge, let’s talk.