Customer Experience Operations

People Operations - Remotes - Full Time
PlasBit was founded in 2020, We believe blockchain technology has the potential to revolutionize the financial industry and cryptocurrency technology allows us to build a more free and open financial system that enables the rights of people to control their own labor and property.
We are bitcoin payment processor, serving businesses on 6 continents. We’ve created a seamless, secure payment experience used daily by hundreds of thousands of users.
Imagine yourself contributing to the development of one of the most dynamic Blockchain FinTech companies in the world, re-defining how financial services are conducted.
This is what it means to be a part of team plasbit.
As a Senior Manager, Customer Experience Operations, you’ll be fully responsible for leading a team of experienced customer support professionals to provide a world class experience for our Retail customers. You will be responsible for the delivery and execution of customer support, which entails building, growing and managing a high performing and diverse team across multiple locations. You will work with other global leaders, internal stakeholders and BPO partners to achieve a seamless customer experience and scale in a thoughtful, effective way.
What you’ll be doing (ie. job duties):
  • Responsible for leading global Customer Experience Operations responsible for serving our customers across multiple issue types and channels.
  • Manage and lead a high performing support team, anchored by standard methodologies within the financial services and technology industries globally.
  • Be a thought leader for how to provide a world class experience for our customers.
  • Work with senior management across internal support teams, business unit partners and business process outsourcing vendor partners to achieve service level agreements and enable CX innovation.
  • Shape strategy for optimizing existing workflows, operationalizing product and policy launches, and building effective feedback loops.
  • Handle partnerships and serve as an escalation point with various departments within plasbit, including (but not limited to) product, engineering, legal and security.
  • Attend monthly and quarterly vendor business reviews to stay abreast and accountable of performance across all tiers of support.
  • Utilize an in-depth understanding of metrics to drive data-centric business decisions.
  • Thoughtfully delegate tactical responsibilities and set performance expectations across the organization.
  • Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple subject areas.
  • Continuously add value through effective project management, laser focused prioritization and efficient execution.
What we look for in you (ie. job requirements):
  • Motivated by plasbit’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 8 years of relevant experience in financial services, technology and/or customer support, with experience in delivering value differentiated support strategies a benefit
  • Minimum of 6 years of direct management experience.
  • Familiarity with banking regulations, payment processes, compliance, consumer and/or institutional operations.
  • Experience building support strategies and scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
  • Experience with partner management and maintaining cross functional partnerships both vertically and horizontally.
  • Ability to effectively communicate cross functionally and globally.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 10% to PlasBit offices and vendor locations (depending on business need).
  • Fluency in spoken and written English
Nice to haves:
  • Experience in project management, analytics and/or vendor management.
  • Advanced degree in business, finance or CX.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Proficiency in another language (non-English)
PlasBit is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact for additional information or to request accommodations.
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