Customer Operations Specialist

Plasma

Job Overview

Location

London Office

Job Type

Full-time

Full Job Description

📋 Description

• As the first dedicated Customer Experience hire at Plasma, you will be the right hand of the Operations lead, helping build customer-facing operations from the ground up in a fast-growing fintech focused on global money accounts.
• You will own the customer experience day-to-day, handling inbound queries across chat, email, and support tools while owning response quality and speed, spending 75%+ of your time in direct customer contact.
• You will work closely with the Operations Lead to build processes, identify gaps, and support scaling decisions as Plasma expands internationally, laying the foundation for team consistency and excellence.
• You will help onboard new team members in emerging markets, track customer issues to flag recurring themes for Product and Engineering, and represent the customer voice internally to drive meaningful improvements.
• Plasma is building the primary account for global money, enabling people and businesses to earn, spend, save, hire, and invest across borders through its Plasma One product and underlying stablecoin network.
• The team operates with trust, clarity, and ambition—owning your craft, moving with urgency, contributing beyond your lane, and raising the bar for what great means in a mission-driven, early-stage environment.

🎯 Requirements

• 1 to 3 years of experience in customer operations, customer success, or a support role, ideally within fintech, payments, or crypto
• Takes ownership—proactively fixes or flags broken or missing processes without waiting to be told
• Clear and direct communicator who can write helpful, professional responses under pressure and explain complex situations simply
• Comfortable with ambiguity in an early-stage company where priorities shift and processes evolve
• Genuinely curious about crypto, with motivation to understand stablecoins and digital assets even without deep technical knowledge
• Organised under pressure—able to manage queues, prioritise effectively, and maintain quality during busy periods

🏖️ Benefits

• Competitive salary for the level of the role, plus token compensation
• Premium health insurance for you and your family, fully covered by Plasma
• Monthly wellness budget for gym, therapy, sauna, or massage
• All necessary tools and tech provided to operate at your best
• Flexibility in work hours despite primarily office-based work
• Opportunity to help build processes and team culture from the ground up as the first dedicated CX hire

Skills & Technologies

Onsite

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Plasma

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About Plasma

Plasma is a high-performance Layer 1 blockchain specifically engineered for stablecoins, offering the foundational infrastructure for a new global financial system. It enables near-instant, fee-free payments with institutional-grade security, serving a diverse ecosystem of partners across over 100 countries. With robust tooling for building stablecoin applications, Plasma facilitates global money movement, boasting over $7 billion in stablecoin deposits and ranking as the 4th network by USD₮ balance. The company is backed by prominent investors including Bitfinex, Founders Fund, and Framework, underscoring its significant impact and reach within the decentralized finance space. This global footprint and focus on seamless digital transactions highlight its distributed operational capabilities.

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