Plasma
Customer Operations Specialist
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Customer Operations Lead
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 scratch.
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 we build as we grow.
What You Will Do
- Own the customer experience day-to-day:
- Be the first person our customers reach when something goes wrong or they need help.
- Handle inbound queries across chat, email, and support tooling, taking full accountability for response quality and speed.
- Spend the majority of your day (75%+) in direct customer contact. Speed and quality are not mutually exclusive—we expect both.
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Be the right hand of the Ops Lead:
- Work directly alongside the Operations Lead to build out processes, identify gaps, and support decisions as we scale the team internationally.
- This is a high-ownership back-office support role.
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Build the foundations:
- Many processes, templates, and escalation paths don’t yet exist. You will create them, including:
- Customer response frameworks
- Internal operational guides
- Consistent escalation paths for complex requests
- Many processes, templates, and escalation paths don’t yet exist. You will create them, including:
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Support international team scaling:
- As we hire Customer Ops team members in new markets, you will:
- Assist with onboarding
- Share knowledgeablities
- Ensure consistency in customer support across regions
- As we hire Customer Ops team members in new markets, you will:
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Spot problems before they become patterns:
- Track recurring customer issues and flag themes to Product and Engineering.
- Prioritise fixes that directly improve the customer experience.
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Work across teams:
- Collaborate with Compliance, KYC, and Product to ensure seamless customer flow, particularly during onboarding and verification, where mistakes can escalate quickly.
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Represent the customer internally:
- Your customer-facing perspective is valuable.
- Bring feedback into internal discussions and drive improvements that matter.
Who You Are
Requirements
- 1 to 3 years of experience in Customer Operations, Customer Success, or Support, ideally in fintech, payments, or crypto. (Consideration for strong candidates outside these fields.)
- Someone who takes ownership—you initiate fixes or flag gaps. Hold yourself to high standards even without oversight.
- Clear, direct communication:
- Craft helpful, professional, under-pressure responses.
- Explain complex issues simply—know when to balance thoroughness and conciseness.
- Comfortable with ambiguity: Early-stage processes evolve quickly. You'll figure solutions as you go.
- Genuinely curious about crypto:
- No deep technical expertise required.
- Must grasp the fundamentals of stablecoins and digital assets, with motivation to learn more. Are our customers’ space.
- Organised under pressure: Manage queues, prioritise effectively, and maintain high-quality delivery amid busyness.
- Collaborative by default: Bridge gaps across functions, time zones, and hierarchies.
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Nice to Have
- Experience in a startup or scale-up where you built or reconstructed processes instead of following existing ones.
- Hands-on experience with Intercom, Zendesk, Freshdesk, or similar support tools in production environments.
- Familiarity with KYC or compliance workflows as they relate to customer onboarding.
- Experience supporting/managing small teams, even informally, or assisting with onboarding.
- Interest in how stablecoins and DeFi products work, including the customer challenges they create.
- Multilingual skills to support communication across international markets.
What’s In It For You
At Plasma, we equip you to do the best work of your life.
- Competitive salary (£30K–£40K) plus token compensation
- Premium health insurance for you and your family, fully covered by Plasma
- Monthly wellness budget (gym, therapy, sauna, massage, etc.)
- All the tools and tech needed to operate at your peak
- While team meetups typically happen in the office, we offer flexibility in work hours to accommodate your needs
FAQ
Data Protection & Privacy
We are strongly committed to protecting your personal data. Any information you provide during the recruitment process will be processed in accordance with GDPR and applicable local data protection laws. Your privacy is our priority.
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