Customer Service Manager at Plutus

687 days ago
πŸ”₯ 54 applications

About the Job

About the Company

We are a UK based Fintech startup, with a mission to bridge the gap between the traditional payment infrastructure and the blockchain. A distributed team with our head office in London, however we encourage working 100% remotely, (We are very "on trend" for 2020!) we are passionate about our product, we have a great engineering culture, and we're looking for other talented individuals to join us to disrupt the finance industry.

We are a highly collaborative team with little micro-management but you'll get lots of guidance and support from your colleagues. Task ownership is key; we strongly believe that freedom and autonomy brings out the best attribute in people.

What we do

The company was founded in 2015 and has gone to raise funding and develop and launch several products with thousands of downloads and users of our applications, our product achievements so far:
- Personal finance and management platform
- Payment infrastructure with third party VISA integration
- Peer-to-Peer currency exchange built on the Blockchain (DEX)
- Decentralised Loyalty Programme
- Android Finance Application
- iOS Finance Application

Job description

We're hiring Customer Service Manager to run an exciting/remote team of 3-4 agents. Responsibilities will be wide ranging from:

- Managing a CS Team and leading from the front

- Creating rota/work scheduling

- Working side by side with compliance department/management

- Taking responsibility for the customer service front of the company- owning it

- Email communication using Zendesk ticketing system

- Live chat communication using Zendesk chat system

- Providing customer service and moderation via Discord, Telegram & other social media channels

- Operational tracking and resolving issues using the Plutus Dex Admin platform, Etherscan, Blockchain platforms

- KYC verification of results using outsourced KYC provider, reflecting and communicating the results with the Users where applicable

- Escalation, tracking, and communication of cases that need the attention of internal or external third parties

- Using Atlassian products (Confluence, Jira Software), GSuite for knowledge sharing, reporting and other operational activities as assigned

- Other CS supportive tasks as assigned


You can demonstrate deep knowledge of blockchain and digital currencies. And this doesn't mean that you've read a few Wikipedia articles in preparation for an interview with us.

You have knowledge of payment systems.

You're an early adopter and have the ability to pick up new technology quickly.

You're fluent in multiple languages

Experience using digital communities (Discord/Telegram)


Available for immediate hire preferred.

Great written English skills including proper grammar and punctuation.
Preferably fluency in at least one other European language.

Exceptional understanding of customer service, technical issue resolution and support best practices.

Empathy and love for helping people. The ability to stay cool in the face of irate customers.

Ability to lead

Ability to communicate clearly and concisely with both customers and the Plutus Team.

Ability to troubleshoot and discover solutions quickly and effectively.

Be open to change - learn quickly in an environment that constantly changes.
Crypto-Universe Experience.
Understanding of how the basics of digital assets work including security, confirmation, block times, network fees, etc.

A regular schedule of 40 hours a week is expected. Shifts are flexible and may include weekend and holiday coverage - our customers always come first, after all!

Digitally Focused- The Plutus community and customer base thrives in the online world. An understanding of digital user management is essential.


100% remote working.
Flexible working hours.
Quarterly socials.
Join the Crypto Revolution!


Customer Service, Leadership, Management, Cryptocurrency Knowledge



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