Customer Operations Specialist - Europe

About Plasma Plasma is building the primary account for global money. Money used to belong to a country. Increasingly, it belongs to a person or business moving through many countries. People and businesses now earn, spend, save, hire and invest across borders. Traditional banks cannot serve this new world. Our first product, Plasma One, is a global money account: a place to receive, hold, send funds in seconds, earn yield and spend with a card in the local economy. Underneath is the Plasma network, built from first principles for stablecoin payments. Stablecoins make dollars faster, cheaper and more reliable to move. The opportunity is to become where all global money lands first: where income arrives, balances grow, payments move, businesses operate, and new financial products are built. The Team & Our Story We are a global team of founders, operators and engineers, obsessed with building the best products. We work at the cutting edge of financial innovation, using stablecoins to create tools for consumers and businesses. 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. Customer Experience Plasma is scaling its customer-facing operations across international markets, and we’re growing the Customer Experience Team to match. You’ll join an established team and take ownership of coverage for the CET time zone, making sure our customers get great support when they need it most. You’ll work across the full customer journey, from first contact through to resolution. Because we’re still building out our playbook, your input will directly shape the processes, standards, and team culture as we grow. You won’t just follow the process; you’ll help refine it. Some flexibility in working hours & weekend shifts will be needed to support coverage and the occasional busy period. We’re looking for a hard-working self-starter who thrives in a fast-moving startup environment and is committed to the mission alongside the rest of the team. The role • 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. • Be the right hand of the Ops lead: Work directly alongside the Head of Operations to build out processes, identify gaps, and support decisions as we scale the team internationally. This is not a back-office support role. You will be involved in how we think about operations. • Build the foundations: We are early. 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 the team will rely on as we grow. • Support international team scaling: As we hire 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. Use it. Bring customer insight into internal conversations and push for improvements that matter. • Be Flexible with Shift Rotation: Most weeks you’ll work the normal Mon-Fri, however team