Customer Operations Specialist – London

Role Overview

The Customer Operations Specialist will own the customer experience day-to-day, handle inbound queries, and take accountability for the quality and speed of every response. The role involves building processes, identifying gaps, and supporting decisions as the team scales internationally.

What You Will Do

The Specialist will create response frameworks, internal guides, and escalation paths, and help onboard new team members in international markets. They will also track issues across the customer base, flag recurring themes to Product and Engineering, and help prioritize fixes that move the needle for customers.

Why It Might Be a Fit

The ideal candidate is a self-starter who thrives in a fast-moving startup environment and is committed to the mission. They should be able to take ownership, communicate clearly, and be comfortable with ambiguity. Experience in customer operations, customer success, or a support role, ideally within fintech, payments, or crypto, is preferred.

Requirements

• 1 to 3 years of experience in customer operations, customer success, or a support role, ideally within fintech, payments, or crypto
• Clear and direct in how you communicate
• Competent English Language
• Comfortable with ambiguity
• Genuinely curious about crypto
• Organised under pressure
• Collaborative by default

Benefits

• Above-market salary for the level of the role, with token compensation
• A beautiful London HQ with gym access and daily food
• Visa sponsorship and relocation support if joining from abroad
• Premium health insurance for you and your family, fully covered by Plasma
• Monthly wellness budget
• All the tools and tech you need to operate at your best