Remote
Remote
Senior
Full Time
💰$75,000 - $100,000
remoteVIPcryptocustomer successaccount management
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
What You'll Do
- •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
Nice to Have
- •Experience serving high net worth clients at an exchange or brokerage
- •Hands on experience with Zendesk and AI support tooling
- •Fluency in more than one language, or an active Phantom user with real on chain history
Benefits
- •Competitive salary and equity
- •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
About Phantom
Phantom is a crypto wallet that facilitates the buying, trading, and storing of cryptocurrencies, including NFTs and tokens.
San Francisco, CA
100 - 250
Blockchain & Cryptocurrency