Hybrid Customer Operations Executive

at Carmoola

• Job title: Customer Operations Executive
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: £30,000 - £35,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Operations Executive providing support via phone, chat, and email at Carmoola, ensuring customer satisfaction and managing collections. Join a fast-growing fintech company reshaping car finance.

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‑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.

Requirements

• 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.

Benefits

• 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.