Customer Operations Executive

Carmoola; Greater London; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Performance reviews

Hybrid work in London

25 days holidays + BH

Year-end award

Private healthcare

Pension 5% matched

Team with growth potential

Fintech scale-up experience

Job summary

Carmoola, a London-based fintech, is hiring a Customer Operations Executive to deliver WOW service across phone, chat and email, onboarding new customers and supporting them through loan journeys. You will collaborate with Product, help scale operations, and contribute to a high-growth culture.

The role requires 2+ years in customer service, strong communication, empathy, and a proactive, autonomous mindset.

Qualifications

• 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.

Responsibilities

• 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-curricular.
• 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.

Skills

Customer service

Communication

Empathy

Zendesk

Startup experience

Lending/consumer credit

Autonomy

Tools

Zendesk

Job description

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-curricular.
• 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.

Requirements

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 8pm, 7 days a week. You'll usually work 2 weekends a month, but some months it could be 3 weekends. You may be required to work bank holidays, if so, you'll get this in lieu.

Benefits

Why Join Carmoola?

• Competitive salary: £30k-35k depending on experience
• Yearly performance-based pay reviews
• Hybrid working: Up to 3 days a week in our London office, in the heart of beautiful Primrose Hill (depending on your home location)
• Holidays: 25 days + bank holidays, plus an extra day on your birthday
• Year-end recognition award
• Private healthcare
• Pension: 5% employer matched contribution
• Join a mega-talented and high performing team
• The chance to play a pivotal role inside a fast-growing fintech during a meaningful stage of its journey.