Customer Experience Specialist in London

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, and 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 the ground up. We are scaling our customer-facing operations team across international markets. This means that 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. You will handle inbound queries across chat, email, and support tooling, and take accountability for the quality and speed of every response. You will spend most of your day (75%+) in direct contact with our customers. Speed and quality are not a trade-off here; we expect both.
• 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 back-office support role with high ownership.
• Build the foundations: We recently launched. 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 that the team will rely on as we grow.
• Support international team scaling: As we hire Customer 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. Bring customer insight into internal conversations and push for improvements that matter.

Who you are:

• 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.
• 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.
• 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 across different functions, time zones, and levels of seniority.

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.
• 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.

What’s in it for you At Plasma, we give you the environment and tools to do the best work of your life. 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, whether for the gym, therapy, sauna, or massage. All the tools and tech you need to operate at your best. Even though the team spends most of the time in the office, we offer a lot of flexibility in terms of work hours.

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.