Customer Operations Specialist - London

As a Customer Operations Specialist at Plasma, you'll own the customer experience day-to-day for the CET time zone, handling inbound queries and taking accountability for the quality and speed of every response. You join an established Customer Experience Team as Plasma scales its operations across international markets. Because the playbook is still being built, your input will directly shape processes, standards, and team culture as the team grows.

What you'll do

• Own the customer experience day-to-day by being the first point of contact when customers need help, handling inbound queries across chat, email, and support tooling, and taking accountability for the quality and speed of every response
• Work directly alongside the Head of Operations to build out processes, identify gaps, and support decisions as the team scales internationally
• Create the foundations: build processes, templates, and escalation paths that do not yet exist, from response frameworks to internal guides
• Support international team scaling by helping onboard Ops team members in new markets, sharing knowledge, and maintaining consistency in how you deliver for customers across regions
• Track issues across the customer base, flag recurring themes to Product and Engineering, and help prioritise fixes that move the needle for customers
• Collaborate with Compliance, KYC, and Product to ensure the customer experience is joined up, especially during onboarding and verification flows
• Represent the customer internally by bringing customer insight into internal conversations and pushing for improvements that matter
• Rotate weekend shifts: most weeks you'll work Monday to Friday, but team members rotate weekend shifts, meaning you may work one weekend shift every 6 weeks and take those days off the following week

What you bring

• 1 to 3 years of experience in customer operations, customer success, or a support role, ideally within fintech, payments, or crypto
• Ownership mentality: you fix or flag what is broken or missing without waiting to be told, and you hold yourself to a high standard
• Clear and direct communication: you can write helpful, professional responses under pressure and explain complex situations simply
• Competent English language skills
• Comfort with ambiguity in an early-stage company where processes change, priorities shift, and you sometimes figure things out as you go
• Genuine curiosity about crypto: you understand the basics of how stablecoins and digital assets work and are motivated to learn more
• Ability to stay organised under pressure: you manage a queue, prioritise effectively, and keep quality high when things are busy
• Collaborative approach: you work well with people in different functions, time zones, and levels of seniority, including remote collaboration

Nice to have

• 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
• 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
• Interest in how stablecoin and DeFi products work and the customer challenges they create
• Multilingual skills that could support customer communication across international markets

What we offer

• 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 for gym, therapy, sauna, massage, or similar
• 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

About Plasma

Plasma is building the primary account for global money through its product Plasma One, a global money account where users can receive, hold, send funds in seconds, earn yield, and spend with a card in their local economy. Underneath sits the Plasma network, built from first principles for stablecoin payments, enabling dollars to move faster, cheaper, and more reliably across borders.