Customer Experience Lead - Remote Role at Plasma

About the Role

We are seeking a Customer Experience Lead to join our team at Plasma, a pioneering blockchain company focused on stablecoin payments. This Customer Experience Lead remote role is not just about managing customer interactions; it's about redefining how we engage with our users and ensuring they receive the highest level of service. At Plasma, you will be part of a team that is committed to building the future of finance through innovative technology and exceptional customer service.

What You'll Do

• Design, own, and operate Plasma’s customer operations system from the ground up, ensuring clear ownership across first response, compliance, and product/engineering workflows.
• Triaging issues with clarity and speed, effectively routing them across first responders, compliance, and engineering teams as necessary.
• Manage day-to-day customer operations using tools like Intercom and Sumsub, ensuring a high-quality, compliant user experience.
• Develop a deep understanding of our products and regulatory environment to confidently support users in a fintech and crypto-native setting.
• Collaborate closely with Product and Engineering teams to identify bugs, recurring issues, and opportunities for systemic improvement.
• Continuously enhance processes, documentation, and automation, owning the evolution of the operations system as Plasma scales.

Requirements

• Prior experience in customer operations, support, or ops roles within fintech, crypto, or regulated financial products.
• Strong communication skills, able to handle high volumes of communication with clarity, structure, and empathy.
• Highly organized and calm under pressure, with excellent triage skills.
• Proactive and improvement-minded, capable of spotting patterns and problems and taking ownership to address them.
• Comfortable working cross-functionally with Compliance, Product Engineering, and Operations.
• Strong sense of ownership and accountability, aiming to elevate customer operations at Plasma to world-class standards.

Nice to Have

• Hands-on experience designing or scaling customer operations systems from scratch.
• Familiarity with KYC/KYB compliance tooling or experience working closely with compliance teams.
• Experience working remotely in a fast-paced, 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 for gym, therapy, sauna, or 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.