Operations Lead (Ops Lead)

Operations Lead (Ops Lead) About Plex Plex is a licensed Virtual Asset Service Provider (VASP) in Georgia, operating under the supervision of the National Bank of Georgia. With branches in Tbilisi and Batumi, Plex provides secure, transparent, and compliant crypto-to-fiat exchange services for both individuals and businesses. Thousands of customers trust Plex for its reliability, premium customer experience, and operational excellence. As we continue to scale, we're looking for an experienced Operations Lead who will build operational excellence across the company, ensuring every customer interaction and every internal process runs smoothly. About the Role As our Operations Lead , you will own the day-to-day operational performance of Plex, ensuring seamless coordination between customer support, branch operations, administrative infrastructure, and cross-functional teams. This role combines operational leadership with people management, process optimization, and service quality. You'll oversee the entire customer support ecosystem—from online support channels and retail branches to dedicated enterprise client services—while driving operational efficiency across the organization. If you thrive in fast-paced environments, enjoy solving complex operational challenges, and love building scalable processes, we'd love to meet you. What You'll Do Lead Omnichannel Customer Operations Own and continuously improve the entire customer support operation across all service channels, including: Online customer support (live chat, ticketing, transaction assistance, and KYC guidance) Physical branch operations and customer experience Enterprise (B2B) client support and SLA management You'll ensure customers receive a consistent, high-quality experience regardless of how they interact with Plex. Drive Operational Excellence Manage the company's operational infrastructure, including: Office and branch facilities Vendor relationships Administrative processes Operational software and hardware Workplace logistics and operational expenses Coordinate Cross-Functional Execution Act as the operational bridge between Legal, Compliance (AML), Finance, Product, Technology, Business Intelligence, and Customer Support. You'll design scalable workflows, improve internal collaboration, and establish clear escalation paths that enable teams to resolve issues quickly and efficiently. Lead and Develop Teams Manage and support the Client Support organization while partnering closely with HR to: Recruit and onboard new team members Coordinate training and development Monitor staffing capacity and shift planning Conduct performance reviews Foster a collaborative, customer-first culture Measure Performance Own operational reporting and continuously improve performance through data, including: Ticket resolution time Customer Satisfaction (CSAT) SLA compliance Branch operational efficiency Support productivity Service quality metrics What We're Looking For Experience 4+ years of leadership experience in Operations, Customer Operations, Service Delivery, or Support Management Experience in FinTech, cryptocurrency, banking, payments, financial services, retail banking, or another high-growth technology company Proven success managing both digital support operations and physical customer service environments Technical & Operational Expertise Strong experience building operational processes, SOPs, escalation frameworks, and service standards Hands-on experience with support platforms such as Zendesk, Intercom, Jira, Freshdesk, or similar systems Strong understanding of operational KPIs and service performance management Skills We're looking for someone who is: A natural leader who inspires high-performing teams Highly organized and execution-focused Comfortable making decisions in fast-paced environments Excellent at cross-functional collaboration Analytical, data-driven, and process-oriented Passionate about delivering outstanding customer experiences Languages Fluent Georgian Fluent English Why Join Plex? At Plex, you'll help shape the operational foundation of one of Georgia's fastest-growing licensed crypto companies. You'll work alongside ambitious professionals building the future of digital finance while having the opportunity to influence company-wide processes, improve customer experience, and create scalable operations that support our next stage of growth. If you're excited about operational excellence, leadership, and building systems that scale, we'd love to hear from you. Apply and send your CV NEXT MOVE IS PLEX 🤝