Plasma
Customer Operations Specialist
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Customer Operations Specialist
Customer Experience Manager (Customer Operations) at Plasma
About Plasma
Money is changing. We're building what comes next.
The biggest financial networks were shaped by the constraints of their era. Banks are built around branches. Card networks around merchants. PayPal around the web. Each defined how money moved in its time.
Stablecoins change the rules. Money can now move like software: global, programmable, and always on.
At Plasma, we're building the financial network for that world. A global dollar account at the centre, where people and businesses can hold, move, earn, and spend without friction or borders. Every account, merchant, and partner we add makes the system more powerful.
We're not iterating on the old model. We're replacing the constraints entirely.
The Team
We operate with trust, clarity, and ambition:
- Own your craft
- Move with urgency
- Contribute beyond your lane
- Back your teammates
- Debate rigorously
- Keep raising the bar for what great means
The Role
This is the first dedicated Customer Experience hire at Plasma. You will be the right hand of the Operations lead, helping us build something from the ground up.
We are scaling our customer-facing operations team across international markets. This means we are building the playbook for success, right now. You will help write it. You will work across the full customer journey, from first contact to resolution, and your input will directly shape the processes, standards, and team culture as we grow.
What You Will Do
- Own the customer experience day-to-day:
- Be the first point of contact for customers when something goes wrong or they need help.
- Handle inbound queries across chat, email, and support tooling, taking accountability for quality and speed of every response.
- Spend 75%+ of your time in direct customer contact. Speed and quality are not a trade-off—we expect both.
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Be the right hand of the Ops lead:
- Work directly alongside the Operations Lead to build processes, identify gaps, and support decisions as we scale internationally.
- This is a high-ownership support role.
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Build the foundations:
- Many processes, templates, and escalation paths don’t exist yet. You’ll create them—from response frameworks to internal guidelines—that the team will rely on as we grow.
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Support international team scaling:
- As we hire Customer Ops team members in new markets, help onboard them, share knowledge, and maintain consistency in how we deliver for customers across regions.
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Spot problems before they become patterns:
- Track issues across the customer base, flag recurring themes to Product and Engineering, and help prioritise fixes that actually move the needle for customers.
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Work across teams:
- Collaborate with Compliance, KYC, and Product to ensure a Seamless customer experience, especially during onboarding and verification flows where issues arise quickly.
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Represent the customer internally:
- Your proximity to customer feedback is valuable. Bring customer insights into internal conversations and push for meaningful improvements.
Who You Are
Essential Criteria
- 1 to 3 years of experience in customer operations, customer success, or support, preferably in fintech, payments, or crypto (but strong candidates from outside these areas will be considered).
- Owns responsibility—doesn’t wait to be told. If something is broken or missing, you fix it or flag it. Holds high standards even when unobserved.
- Clear, direct communicator:
- Can write helpful, professional responses under pressure.
- Simplifies complex situations—knows the difference between thorough and overcomplicating.
- Comfortable with ambiguity:
- Thrives in an early-stage company; processes and priorities evolve, and days may involve learning as you go.
- Genuinely curious about crypto:
- Need to understand basics of stablecoins and digital assets, with a desire to learn more.
- Our customers operate in this space.
- Organised under pressure:
- Manages queues, prioritises effectively, and keeps quality high even when busy.
- Collaborative by default:
- Works seamlessly across functions, time zones, and seniority levels.
Get help with your application
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Nice to Have
- Experience in a startup or scale-up where processes were built or rebuilt, not just followed.
- Exposure to Intercom, Zendesk, or Freshdesk in a live production environment.
- Knowledge of KYC or compliance workflows as they relate to customer onboarding.
- Team support/management experience, even informally, or helping onboard new colleagues.
- Interest in how stablecoin and DeFi products work and the customer challenges they present.
- Multilingual skills that could aid customer communication internationally.
What’s In It For You
At Plasma, we give you the environment and tools to do the best work of your life.
- Competitive salary for the role level, plus token compensation.
- Premium health insurance for you and your family—fully covered by Plasma.
- Monthly wellness budget (gym, therapy, sauna, massage—your choice).
- All the tools/tech you need to operate at your best.
- Flexibility in work hours, even though the team is primarily office-based.
Data Protection & Privacy
We are committed to protecting the privacy and security of your personal data. Any information provided during the recruitment process will follow GDPR and applicable local data protection laws.
Compensation Range: £30K – £40K
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