Carmoola

Operations

• 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.

Customer Operations Executive

• 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.

Customer Operations and Growth Executive

Bookkeeper

• Manage our day-to-day financial operations, ensuring our books are accurate, up to date, and tightly managed.
• Processing supplier invoices and expenses, preparing payment runs, and maintaining accurate AP records.
• Generating sales invoices, monitoring outstanding receivables, and following up on overdue balances.
• Completing regular bank reconciliations to ensure accurate and up-to-date records.
• Maintaining the fixed asset register and updating depreciation schedules.
• Preparing and posting monthly journals for prepayments and accruals.
• Ensuring accurate coding and posting of financial transactions.
• Assisting with month-end routines and supporting the wider finance function as needed.

Collections

• Designing and owning the end-to-end collections and recoveries strategy, from early-stage arrears through to late-stage recoveries and external partnerships. Working with engineers to deliver these features.
• Building scalable processes and playbooks that balance customer care, operational efficiency, and commercial outcomes.
• Delivering results by driving repayment performance, reducing arrears rates, and optimising recovery strategies.
• Establishing and managing relationships with external agencies, technology providers, and other partners critical to collections and recoveries.
• Building out, and leading a high-performing squad while embedding a culture of accountability, empathy, and continuous improvement.
• Using data, AI, and customer insights to identify trends, inform strategy, and continuously improve processes.
• Ensuring all activities meet regulatory, legal, and compliance standards, with a strong focus on the fair treatment of customers.
• Partnering closely with risk, operations, and customer support to integrate collections learnings into the broader customer journey and company strategy.
• Acting as a senior voice in the business on credit performance, ownership of these metrics, and providing regular updates to leadership and contributing to long-term planning.

Customer Operations Executive

Customer Operations and Growth Executive

Bookkeeper

Product Manager – Collections