Phantom is hiring a Customer Support Specialist to provide fast, empathetic Level 1 live chat support for debit cards and banking. You’ll be the first touch for customers—resolving common issues, escalating edge cases, and helping ensure users have a great first-time crypto experience.
About Phantom
Phantom is transforming how millions engage with the crypto ecosystem. Our self-custodial wallet brings Solana, Bitcoin, Ethereum, and Polygon into one seamless experience, backed by cutting-edge security and next-generation tools. With 16M+ monthly active users and consistent top-50 app rankings, Phantom is leading the way in making crypto safer, simpler, and more accessible.
Schedule
- Full-time contractor role
- Remote (U.S. only) with flexible hours
- Collaborative, fully distributed team
What You’ll Do
- Handle inbound live chats for debit card and banking issues (activation, PIN, card lock/unlock, replacement, declines, travel notices, account verification)
- Use runbooks and decision trees to triage, escalate, and document edge cases clearly
- Guide customers through dispute intake, collecting evidence and forms for Reg E/EFTA processes
- Spot suspicious patterns (ATO signals, repeated declines, anomalies) and escalate per policy
- Propose updates to macros, help center articles, and workflows based on customer feedback
- Work efficiently in Zendesk (or similar) to balance quality and handle time
- Deliver accurate, brand-aligned communication with empathy and professionalism
What You Need
- 1–3+ years of customer support experience in cards, banking, brokerage, or payments
- Live chat support experience required
- Understanding of card lifecycle (auth/settlement), decline reasons, and banking rails (ACH/wires/RTP at a high level)
- Familiarity with KYC/AML basics, Reg E disputes, and secure PII handling
- Strong written communication, 50+ WPM typing speed, and detail-oriented troubleshooting
- Proficiency with Zendesk (or similar) and documentation tools (Notion, Confluence)
Nice to Have
- Crypto support experience (wallet basics, transfers, fees, Solana/EVM networks)
- Background with card processors or sponsor banks (Marqeta, Galileo, Lithic)
Benefits
- Competitive salary and equity
- 100% employer-covered medical, dental, and vision insurance
- 401(k) retirement plan
- Unlimited vacation and flexible schedule
- Monthly wellness and weekly meal benefits
- Stipend for remote work setup
- Global off-sites with a collaborative team
Help shape the future of crypto by ensuring customers feel confident, supported, and empowered from their very first experience.
Grow your career with Phantom.
Happy Hunting,
~Two Chicks…