Deliver world-class live chat support for cards and banking while shaping processes at the forefront of crypto innovation.
About Phantom
Phantom is revolutionizing how millions interact with the crypto ecosystem. Our self-custodial wallet unifies account and token management across Solana, Bitcoin, Ethereum, and Polygon, offering cutting-edge security and a seamless experience. With 16M+ monthly active users and recognition alongside top finance apps, Phantom continues to lead the way in safe, easy, and innovative crypto adoption.
Schedule
- Full-time, remote (US only)
- Confidential unreleased products: discretion and security required
Compensation
- Competitive salary (based on experience)
- Equity in a fast-scaling crypto company
What You’ll Do
- Deliver expert live chat support for debit cards and banking (activations, disputes, fraud holds, ACH/wires, KYC escalations)
- Own Reg E/EFTA disputes end-to-end, including evidence gathering and bank/processor liaison
- Triage risk and fraud cases, recommend mitigations, and escalate when needed
- Build and maintain runbooks, macros, decision trees, and help content
- Mentor Tier 1 agents, review quality, and support training initiatives
- Collaborate with Product, Engineering, Risk/Compliance, and Ops on bugs, policy, and roadmap feedback
- Optimize support tooling (Zendesk or similar) and explore automation opportunities
What You Need
- 4–7+ years in customer support for cards, banking, brokerage, or payments
- 2+ years handling complex live chat or concierge-level service
- Deep knowledge of card lifecycle, chargeback/dispute flows, and ACH/wire/RTP banking rails
- Familiarity with KYC/AML, OFAC, Reg E, and PII handling standards
- Proficiency with Zendesk (or similar), CRM/QA tooling, and documentation platforms
- Strong English writing, live chat fluency, and quick, accurate typing (60+ WPM)
- Ability to think critically, act with judgment, and coach others
- Bonus: Crypto wallet or processor experience (Marqeta, Galileo, Lithic, sponsor banks)
Benefits
- Competitive pay and equity
- 100% employer-covered medical, dental, vision insurance
- 401(k) retirement plan
- Unlimited vacation and flexible hours
- Wellness stipend and weekly meal benefit
- Global team off-sites
- Remote-first supportive environment with growth opportunities
Step into a pivotal role at the intersection of crypto, cards, and customer care.
Happy Hunting,
~Two Chicks…