Bring your expertise in financial services support to a fast-growing crypto wallet company that’s redefining the user experience across banking, cards, and blockchain. This is your chance to handle complex live-chat issues, mentor teammates, and shape how millions of users experience modern finance.
About Phantom
Phantom is revolutionizing how people interact with the crypto ecosystem. Our self-custodial wallet unifies account and token management across Solana, Bitcoin, Ethereum, and Polygon—backed by cutting-edge security and seamless design. With over 16M monthly active users, a #1 ranking in Google Play’s finance category, and consistent placement in the Top 50 apps across all categories, Phantom is setting the standard for next-generation digital wallets.
Schedule
- Full-time, remote position (U.S. based)
- Flexible hours with a supportive remote-first team environment
- Occasional global off-sites with the broader Phantom team
What You’ll Do
- Provide expert live chat support for debit cards and banking services (card activation, PIN, fraud holds, disputes, replacements, ACH/wire/RTP, KYC/EDD escalations)
- Lead Reg E/EFTA disputes end-to-end, from evidence gathering to bank liaison and customer resolution
- Detect and triage fraud/risk patterns, escalate appropriately, and recommend mitigations
- Create and update runbooks, macros, and help content while improving workflows and automation
- Mentor Tier 1 agents, review quality standards, and serve as a bar-raiser for customer experience
- Collaborate cross-functionally with Product, Engineering, Risk/Compliance, and Operations teams
- Recommend enhancements to Zendesk (or similar), macros, routing, and reporting, and explore automation/bot solutions
What You Need
- 4–7+ years of customer support experience in cards, banking, brokerage, or payments
- 2+ years handling complex live-chat queues or concierge-level service
- Strong knowledge of card lifecycle (auth/clearing/settlement), disputes/chargebacks, and banking rails (ACH, wires, RTP)
- Familiarity with KYC/AML, OFAC, Reg E, and secure communications
- Excellent English communication skills, fast and accurate typing, and a crisp written tone
- Proficiency with Zendesk (or similar), fraud/risk consoles, and documentation tools like Notion or Confluence
- Proven history of cross-functional collaboration with Product/Engineering
- Bonus: Crypto support experience (self-custody wallets, on-chain transfers, stablecoins, EVM/Solana basics) or card processor/banking partner experience (Marqeta, Galileo, Lithic, sponsor banks)
Benefits
- Competitive salary and equity
- 100% covered medical, dental, and vision insurance
- 401(k) retirement plan
- Unlimited vacation policy
- Monthly wellness and weekly meal stipends
- Stipend for your ideal remote set-up
- Global team off-sites and a flexible remote-first culture
Shape the future of financial support in an industry that’s rewriting the rules of banking and crypto.
Happy Hunting,
~Two Chicks…