Customer Experience Lead

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 Plasma

BFT, our own high performance consensus protocol, and reached the cost efficiency and predictability required for real economic activity at scale.

We believe stable coins will reshape global finance and expand access to a more open financial system. But they need purpose built infrastructure that reflects how stable coins move, settle, and operate. That is what we are building.

We are redefining how money moves.

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.

• 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.

• 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  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.

• 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.

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.