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Plasma · Customer Service

Customer Experience Lead

United Kingdom, London · Job Posted February 21, 2026
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Job Description

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.

Job Responsibility

  • Help designing, owning, and operating Plasma’s customer operations system from first principles
  • Triaging issues with clarity and speed, and routing them effectively across first responders, compliance and engineering
  • Build and run day-to-day customer operations using tools like Intercom and Sumsub
  • Develop deep product and regulatory understanding to confidently support users
  • 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

Requirements

  • 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
  • Improvement-minded and proactive, spotting patterns and problems and taking ownership to fix the underlying system
  • Comfortable working cross-functionally with Compliance, Product Engineering and Operations, and understand how bugs, incidents, and regulatory constraints flow through an organisation
  • Take pride in ownership and accountability

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 we offer

  • Above market salary plus token compensation
  • Premium health insurance for you and your family fully covered by Plasma
  • Monthly wellness budget
  • A beautiful London HQ with gym access and daily lunches
  • All the tools and tech you need
  • Visa sponsorship and relocation support if you are joining the London office from abroad
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