Phantom is looking for a Senior Customer Support Agent to deliver best-in-class live chat support for debit cards and banking. This role requires handling complex, sensitive issues in real time, mentoring teammates, and shaping support processes for a next-generation crypto wallet platform.
About Phantom
Phantom is revolutionizing how millions interact with the crypto ecosystem. Our self-custodial wallet makes it seamless to manage accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon—all in one place. With 16M+ monthly active users and consistent top-50 app rankings, Phantom combines cutting-edge security with a user-friendly design to help people navigate crypto with confidence.
Schedule
- Full-time, remote (U.S. only)
- Confidential, unreleased products—requires discretion and adherence to privacy/security standards
What You’ll Do
- Resolve complex debit card and banking issues via live chat (activation, declines, fraud holds, chargebacks, travel advisories, ACH/wires, KYC escalations)
- Manage Reg E/EFTA disputes end-to-end, including evidence gathering and communication with issuing banks
- Identify fraud/risk patterns and escalate appropriately (e.g., account takeovers, mule activity)
- Create and maintain runbooks, macros, workflows, and automation proposals
- Review chats, deliver feedback, and mentor Tier 1 agents
- Partner with Product, Engineering, and Compliance teams on bug triage and policy input
- Improve Zendesk tooling, routing, macros, and explore AI/bot solutions
What You Need
- 4–7+ years in customer support for cards, banking, brokerage, or payments
- 2+ years managing complex live chat queues or concierge-level service
- Knowledge of card lifecycle, dispute/chargeback flows, ACH/wire/RTP rails
- Familiarity with KYC/AML, OFAC screening, Reg E disputes, and PII handling
- Strong written communication, 60+ WPM typing speed, and superb customer tone
- Proficiency with Zendesk (or similar), QA/CRM tools, and documentation platforms
- History of collaborating with Product/Eng teams to improve customer experience
Nice to Have
- Experience supporting crypto products (self-custody wallets, on-chain transfers, stablecoins, gas fees)
- Background with card processors or banking partners (Marqeta, Galileo, Lithic, sponsor banks)
Benefits
- Competitive salary + equity
- 100% employer-covered medical, dental, and vision insurance
- Unlimited vacation with flexible hours
- 401(k) retirement plan
- Monthly wellness and weekly meal benefits
- Stipend for remote work setup
- Global off-sites and collaborative remote culture
Work at the forefront of crypto innovation and help shape first impressions for millions of new users.
Bring your expertise and empathy to Phantom.
Happy Hunting,
~Two Chicks…