phantom - VIP Account Manager
Requirements
• 4+ years in premium or VIP support, account management, or customer success, ideally at a sports betting platform, crypto exchange, wallet, brokerage, or fintech app. • Deep crypto fluency: you understand self custody and can navigate multiple chains, reading a block explorer, tracing a transaction, and telling an L2 gas issue apart from a bug. • Exceptional written communication: warm, concise, and human, even under pressure. • Absolute discretion: for high value users, privacy and trust are the product. • Security first instincts: you know the social engineering patterns targeting crypto users, and you would never ask anyone for a seed phrase. • Comfort with ambiguity and ownership: you are the first hire in a new function and will build much of the process yourself. • Time zone flexibility: our members are global and markets do not close, so some evening and weekend availability is part of the job. • Nice to have: experience serving high net worth clients at an exchange or brokerage. • Nice to have: hands on experience with Zendesk and AI support tooling. • Nice to have: fluency in more than one language, or an active Phantom user with real on chain history.
Responsibilities
• Be the personal, named contact for VIP members in our in-app messaging hub • Own member relationships end to end: onboarding and welcome, proactive check-ins, and follow through on every issue until it is resolved. • Handle high stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion. • Triage and escalate: bring in support agents, engineering, or leadership when a case warrants it, and own the communication back to the member. • Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord. • Coordinate the moments beyond support: welcome gifts, event experiences, and early access to new features. • Turn conversations into leverage: channel member feedback to product, build playbooks, and help define the response time and satisfaction standards for the VIP team. • Help design and scale the program from a small founding cohort to thousands of members, and eventually 24/7 coverage.
Benefits
• We are a team of experienced builders who started from a simple belief: crypto should be easy, beautiful, and available to everyone. That conviction has fueled our growth to 20M+ users, a #1 ranking in the Google Play Store finance category, and a product that consistently ranks among the top consumer technology platforms in the world. • There has never been a better time to work in crypto and at Phantom, you’ll help shape how tens of millions of people experience it every day. • First impressions matter: Wallets are responsible for a users first impression with crypto and onboarding new users into crypto. By ensuring that a user has a great first-time experience with crypto, we can help supercharge the growth of the entire ecosystem. • Make crypto easier to navigate: There is no easy way for a user to discover and navigate all that crypto has to offer. Wallets have a unique opportunity to help users not only onboard to crypto but also stay retained by exploring new things to do. • We live in a multi-chain world: We currently support Solana, Ethereum, Polygon and Bitcoin with more networks to come in the new future. We are focused on creating a unified, multi-chain crypto experience for users. • Eligibility to participate in performance bonus program • Comprehensive insurance (medical/dental/vision) — 100% covered • Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need • Flexible hours and a long-standing, supportive remote environment • Unlimited vacation: Take time when you need it (and we really mean it!) • 401(k) retirement plan • Wellness benefit • Daily lunch benefit • The target base salary for this role will range between $75,000 to $100,000 with the addition of equity and benefits. This is determined by a few factors including your skillset, prior relevant experience, quality of interviews and market factors at the point in time of offer. • We strongly encourage candidates of all backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would make an impact at Phantom, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career. • By submitting your resume and application materials, you acknowledge and agree that Phantom Technologies, Inc. ("Phantom") collects and processes your personal information (including application materials, interview records, and related data) to evaluate your candidacy. Phantom may use AI-powered tools and third-party service providers for transcription, note-taking, scheduling, and other administrative tasks. Phantom does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws.
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