Customer Operations 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 You’ll be the voice of Carmoola to our customers, responding to enquiries via phone, chat, and email, and making sure every interaction delivers a ‘WOW’ experience. From onboarding new customers to supporting them with any questions or issues and managing collections, you’ll play a vital role in making car finance feel approachable, human, and seamless. This is a high‑impact role for someone who loves helping people, thrives in a fast‑paced environment, and is looking to build their career in a dynamic, growing fintech company. What You’ll Be Doing Delivering WOW service – Responding to customer queries via phone, chat and email, making every interaction warm, friendly and helpful. Championing customer satisfaction – Helping onboard new customers and resolving any questions or issues that arise, making sure every customer feels heard and valued. Collaborating across teams – Working closely with Product to continually improve the customer experience, providing valuable feedback and ideas. Managing loan lifecycle – Helping customers throughout their journey, from onboarding and payments to managing collections, making sure every step is seamless and customer‑centric. Looking for ways to go ‘above and beyond’ – Always looking for ways to make the experience better and delight customers. Contributing to a growing company – Helping to build and scale operational best practices as Carmoola grows. What You’ll Bring 2+ years of experience in customer service, ideally in a consumer‑friendly environment. Fantastic communication skills – warm, approachable and confident across phone, email and chat. Strong interpersonal and empathy skills – high EQ, patient and genuinely passionate about making people feel valued. 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.