Customer Operations Specialist - London

Plasma is building the primary account for global money.

Money used to belong to a country. Increasingly, it belongs to a person or business moving through many countries. People and businesses now earn, spend, save, hire and invest across borders. Traditional banks cannot serve this new world.

Our first product, Plasma One, is a global money account: a place to receive, hold, send funds in seconds, earn yield and spend with a card in the local economy.

Underneath is the Plasma network, built from first principles for stablecoin payments. Stablecoins make dollars faster, cheaper and more reliable to move.

The opportunity is to become where all global money lands first: where income arrives, balances grow, payments move, businesses operate, and new financial products are built.

We are a global team of founders, operators and engineers, obsessed with building the best products. We work at the cutting edge of financial innovation, using stablecoins to create tools for consumers and businesses.

We operate with trust, clarity, and ambition: own your craft, move with urgency, contribute beyond your lane, back your teammates, debate rigorously, and keep raising the bar for what great means.

Plasma is scaling its customer-facing operations across international markets, and we’re growing the Customer Experience Team to match. You’ll join an established team and take ownership of coverage for the CET time zone, making sure our customers get great support when they need it most.

You’ll work across the full customer journey, from first contact through to resolution. Because we’re still building out our playbook, your input will directly shape the processes, standards, and team culture as we grow. You won’t just follow the process; you’ll help refine it.

Some flexibility in working hours & weekend shifts will be needed to support coverage and the occasional busy period. We’re looking for a hard-working self-starter who thrives in a fast-moving startup environment and is committed to the mission alongside the rest of the team.

• Own the customer experience day-to-day: Be the first person our customers reach when something goes wrong or they need help. You will handle inbound queries across chat, email, and support tooling, and take accountability for the quality and speed of every response.

• Be the right hand of the Ops lead: Work directly alongside the Head of Operations to build out processes, identify gaps, and support decisions as we scale the team internationally. This is not a back-office support role. You will be involved in how we think about operations.

• Build the foundations: We are early. Many of the processes, templates, and escalation paths do not exist yet. You will create them. From response frameworks to internal guides, you will help lay the groundwork the team will rely on as we grow.

• Support international team scaling: As we hire Ops team members in new markets, you will help onboard them, share knowledge, and maintain consistency in how we deliver for customers across regions.

• 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.

• Work across teams: Collaborate with Compliance, KYC, and Product to make sure the customer experience is joined up, especially during onboarding and verification flows where things can go wrong quickly.

• Represent the customer internally: Your proximity to customer feedback is valuable. Use it. Bring customer insight into internal conversations and push for improvements that matter.

• Be Flexible with Shift Rotation: Most weeks you’ll work the normal Mon-Fri, however team members currently rotate weekend shifts which means that you may be required to work a weekend shift once every 6 weeks. You’ll then be able to take those days worked off the following week.

• 1 to 3 years of experience in customer operations, customer success, or a support role, ideally within fintech, payments, or crypto. We will consider strong candidates from outside these sectors if the fit is right.

• Someone who takes ownership. You do not wait to be told. When something is broken or missing, you fix it or flag it. You hold yourself to a high standard even when no one is watching.

• Clear and direct in how you communicate. You can write a helpful, professional response under pressure and explain a complex situation simply. You know the difference between being thorough and overcomplicating things.

• Competent English Language - our team communicates in english so being competent with the language is a requirement.

• Comfortable with ambiguity. This is an early-stage company. Processes will change, priorities will shift, and some days you will be figuring things out as you go. You see that as interesting rather than frustrating. Preferably, you have worked at a fast-paced tech company.

• Genuinely curious about crypto. You do not need deep technical knowledge, but you need to understand the basics of how stablecoins and digital assets work and be motivated to learn more. Our customers live in this space.

• Organised under pressure. You can manage a queue, prioritise effectively, and keep quality high when things are busy.

• Collaborative by default. You work well with people in different functions, different time zones, and different levels of seniority. Building the team abroad means working with people you may never meet in person, and you are good at that.

• Experience in a startup or scale-up where you had to build or rebuild processes, not just follow them.

• Exposure to Intercom, Zendesk, Freshdesk, or similar support tooling in a live production environment.

• Any familiarity with KYC or compliance workflows as they relate to customer onboarding.

• Experience supporting or managing a small team, even informally, or helping onboard new colleagues.

• An interest in how stablecoin and DeFi products work and the customer challenges they create.

• Multilingual skills that could support customer communication across our international markets.

• Above-market salary for the level of the role, with token compensation.

• A beautiful London HQ with gym access and daily food, for those who thrive in an office environment. Visa sponsorship and relocation support if you're joining from abroad.

• Premium health insurance for you and your family, fully covered by Plasma.

• Monthly wellness budget, whether that's the gym, therapy, sauna, or massage.

• All the tools and tech you need to operate at your best.

• Real ownership and responsibility from day one, with your work shipping to hundreds of thousands of people, moving millions of dollars every day.

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