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, 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 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.

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.

If this sounds like your kind of challenge, let’s talk.