Customer Experience Specialist

Responsibilities

• Own the day-to-day customer experience by handling inbound queries via chat, email, and support tools.
• Act as the right hand to the Operations Lead to build, scale, and document customer-facing processes.
• Create foundational support frameworks, including response templates and internal escalation paths.
• Support the scaling of international teams by onboarding new members and maintaining service consistency.
• Identify and flag recurring customer issues to the Product and Engineering teams to drive product improvements.
• Collaborate with Compliance and KYC teams to ensure seamless customer onboarding and verification flows.

Requirements

• 1-3 years of experience in customer operations, customer success, or a support role.
• Strong written communication skills with the ability to explain complex situations simply.
• Ability to thrive in an ambiguous, fast-paced startup environment.
• Basic understanding of stablecoins and digital assets.
• High level of ownership and the ability to work independently without constant supervision.

Preferred Qualifications

• Background in Fintech, payments, or crypto industries.
• Experience in a startup or scale-up environment building processes from scratch.
• Proficiency with support tooling such as Intercom, Zendesk, or Freshdesk.
• Familiarity with KYC or compliance workflows.
• Multilingual skills to support international markets.

Benefits

• Competitive salary plus token compensation.
• Premium health insurance for you and your family.
• Monthly wellness budget for gym, therapy, or other wellness activities.
• All the necessary tools and technology to perform your best.

About the Company

Plasma is building the primary account for global money. We are creating a platform where people and businesses can receive, hold, send, and spend funds across borders using a network built for stablecoin payments. Our mission is to make global money feel local.