Be the first point of contact for customers at one of the fastest-growing crypto companies in the world. As a Level 1 live chat specialist, you’ll resolve common issues, triage complex cases, and ensure a smooth, empathetic experience for every user.
About Phantom
Phantom is transforming how millions of people access the crypto ecosystem. Our self-custodial wallet unifies account and token management across Solana, Bitcoin, Ethereum, and Polygon. With over 16 million active users, a #1 ranking in Google Play’s finance category, and consistent Top 50 app placement across all categories, Phantom is building the most trusted multi-chain wallet in the industry.
Schedule
- Full-time, contractor role
- Remote (U.S. based)
- Flexible hours in a supportive remote-first environment
What You’ll Do
- Provide frontline live chat support for debit card and banking issues (activation, PIN, card lock/unlock, balance, declines, merchant adjustments, replacements, travel notices, account updates)
- Triage and escalate complex issues with detailed internal notes, screenshots, and logs
- Intake Reg E/EFTA disputes, collecting evidence and forms before handing to investigators
- Spot and escalate suspicious fraud/risk patterns (ATO, repeated declines, anomalies)
- Propose updates to macros, runbooks, and Help Center content based on user feedback
- Work efficiently in Zendesk (or similar) with shortcuts, macros, and tags to ensure speed and quality
- Deliver clear, friendly, brand-aligned communication that meets QA standards
What You Need
- 1–3+ years in customer support for cards, banking, brokerage, or payments (live chat required)
- Understanding of card lifecycle (auth vs. settlement), decline reasons, charge/reversal timelines, and basic banking rails (ACH/wires/RTP)
- Familiarity with KYC/AML basics, Reg E dispute handling, and secure PII practices
- Fluent, crisp written English; 50+ WPM typing with high accuracy
- Experience with Zendesk (or similar) and documentation tools (Notion/Confluence)
- Bonus: Crypto knowledge (wallet basics, network differences like Solana vs. EVM) or experience with card processors (Marqeta, Galileo, Lithic)
Benefits
- Competitive pay and equity opportunities
- 100% covered medical, dental, and vision insurance
- 401(k) retirement plan
- Unlimited vacation policy
- Remote work stipend for your ideal setup
- Monthly wellness and weekly meal benefits
- Global team off-sites
Join a team redefining the future of finance and help millions of people feel confident using cards, banking, and crypto every day.
Happy Hunting,
~Two Chicks…