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For Companies At a Glance
- Tasks: Design and operate Plasma’s customer operations system, ensuring top-notch user experience.
- Company: Join Plasma, a pioneering blockchain company reshaping global finance.
- Benefits: Above market salary, premium health insurance, wellness budget, and daily lunches.
- Why this job: Make a real impact in fintech and crypto while building a world-class customer ops team.
- Qualifications: Experience in customer operations within fintech or crypto, strong communication skills.
- Other info: Dynamic environment with opportunities for growth and innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About Plasma
Plasma is a purpose built blockchain for stablecoin payments, engineered for scale, speed, and security. We rebuilt the stack from first principles to support the next generation of real financial applications. The network is fast, reliable, and fully EVM compatible using Reth as the execution layer. We created PlasmaBFT, our own high performance consensus protocol, and reached the cost efficiency and predictability required for real economic activity at scale. We believe stablecoins will reshape global finance and expand access to a more open financial system. But they need purpose built infrastructure that reflects how stablecoins move, settle, and operate. That is what we are building. We are redefining how money moves.
Team Culture
At Plasma, you join a team that is rewriting how the world interacts with money. We hire people who are relentless about their craft and expect that same standard from everyone around them. This is where you will do the hardest and most meaningful work of your career. We work with trust, clarity, and ambition. Everyone owns their craft, moves with urgency, and contributes beyond their lane. We back each other, we debate hard, and we hold a high bar for what great looks like. Plasma is built for people who thrive on challenge and want to leave a mark. This is not your ordinary customer operations role; this is a role for a builder, a problem solver, and someone who wants to make a true impact on the business. You’ll set the standard for customer experience excellence, and build the function to deliver it.
What you will do
- Help designing, owning, and operating Plasma’s customer operations system from first principles, defining clear ownership across first response, compliance, and product/engineering workflows.
- Triaging issues with clarity and speed, and routing them effectively across first responders, compliance and engineering when needed.
- Build and run day‑to‑day customer operations using tools like Intercom (including AI agents) and Sumsub, ensuring a high‑quality, compliant user experience.
- Develop deep product and regulatory understanding to confidently support users in a fintech and crypto‑native environment.
- Partner closely with Product and Engineering to surface bugs, recurring issues, and opportunities for systemic improvement.
- Continuously improve processes, documentation, and automation, owning the evolution of the ops system as Plasma scales.
Who you are
- Prior experience in customer operations, support, or ops roles within fintech, crypto, or regulated financial products (e.g. exchanges, payments, or neobanks).
- A strong communicator, comfortable handling high communication volume with clarity, structure, and empathy.
- Highly organised, calm under pressure, and excellent at triage. You know what needs immediate action and what needs deeper follow‑up.
- Improvement‑minded and proactive, spotting patterns and problems and taking ownership to fix the underlying system, not just the symptom.
- You are comfortable working cross‑functionally with Compliance, Product Engineering and Operations, and understand how bugs, incidents, and regulatory constraints flow through an organisation.
- You take pride in ownership and accountability, and want to be the person responsible for making customer ops at Plasma world‑class.
Nice to have
- Hands‑on experience designing or scaling customer ops systems from scratch.
- Familiarity with KYC/KYB, compliance tooling, or working closely with compliance teams.
- Experience working remotely in a fast‑moving, early‑stage environment.
What’s in it for you
At Plasma, we give you the environment and tools to do the best work of your life.
- Above market salary plus token compensation
- Premium health insurance for you and your family fully covered by Plasma
- Monthly wellness budget, whether for the gym, therapy, sauna, massage
- A beautiful London HQ with gym access and daily lunches
- All the tools and tech you need to operate at your best
- Visa sponsorship and relocation support if you are joining the London office from abroad
We look after you.
Data Protection & Privacy
We are committed to protecting the privacy and security of your personal data. Any personal information you provide during the recruitment process will be processed in accordance with the General Data Protection Regulation (GDPR) and applicable local data protection laws.
Customer Experience Lead employer: Crypto Pro Network
Contact Detail:
Crypto Pro Network Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead
✨Tip Number 1
Get to know Plasma inside out! Familiarise yourself with their mission, values, and the tech they’re using. When you understand what they’re building, you can tailor your conversations to show how your skills can help them achieve their goals.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Having a chat with someone already in the company can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by thinking about real-life examples that showcase your problem-solving skills and customer ops experience. Plasma is looking for builders and problem solvers, so be ready to discuss how you've tackled challenges in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Plasma team. Let’s get you that dream job!
We think you need these skills to ace Customer Experience Lead
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer experience and the fintech world shine through. We want to see that you’re not just looking for a job, but that you’re genuinely excited about making a difference at Plasma.
Tailor Your Experience: Make sure to highlight your relevant experience in customer operations, especially in fintech or crypto. We love seeing how your past roles have prepared you for this challenge, so don’t hold back on those details!
Be Clear and Concise: We appreciate clarity in communication, so keep your application straightforward and to the point. Use structured language to convey your thoughts, and make it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Plasma.
How to prepare for a job interview at Crypto Pro Network
✨Know Your Stuff
Before the interview, dive deep into Plasma's mission and technology. Understand stablecoins, blockchain, and how customer operations fit into this landscape. Being able to discuss these topics confidently will show your genuine interest and expertise.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you successfully triaged issues or improved processes. Highlight how you took ownership of challenges and drove solutions, especially in fast-paced environments like fintech or crypto.
✨Communicate with Clarity and Empathy
Practice articulating your thoughts clearly and empathetically. Given the high communication volume expected in this role, demonstrating your ability to handle complex situations with structure and understanding will set you apart.
✨Be Ready to Collaborate
Since the role involves working closely with Product and Engineering teams, think of ways you've successfully collaborated across functions in the past. Be prepared to discuss how you can bridge gaps between teams to enhance customer experience at Plasma.