Deliver concierge-level live chat support at the intersection of fintech and crypto. As a Senior Customer Support Agent at Phantom, you’ll lead high-touch support for debit cards and banking, resolve complex issues in real time, and help shape processes that serve millions of users worldwide.
About Phantom
Phantom is a self-custodial wallet revolutionizing how millions interact with crypto. Supporting Solana, Ethereum, Bitcoin, and Polygon, Phantom makes managing accounts and tokens seamless, secure, and intuitive. With 16M+ monthly active users and a top-ranking spot in app stores, Phantom is one of the most trusted wallets in the industry. Our mission: make crypto safe, easy, and accessible for everyone.
Schedule
- Full-time role
- 100% remote (U.S.)
- Confidential work on unreleased offerings requires strict adherence to security and privacy standards
What You’ll Do
- Provide expert live chat support for debit card and banking issues (activations, PIN, fraud holds, disputes, ACH/wire/RTP, KYC/EDD escalations)
- Manage Reg E/EFTA disputes end-to-end, liaising with banks/processors and monitoring SLAs
- Detect fraud/risk patterns and recommend mitigations (3DS, velocity controls, reissue)
- Create and maintain runbooks, macros, and decision trees to improve efficiency
- Mentor Tier 1 agents and support QA coaching initiatives
- Partner cross-functionally with Product, Engineering, and Compliance to improve support flows and product experiences
- Propose and implement Zendesk/chat automation improvements, exploring AI-assisted replies where appropriate
What You Need
- 4–7+ years in customer support for cards, banking, brokerage, or payments
- 2+ years in complex live chat or concierge-level service roles
- Strong knowledge of card lifecycle, disputes/chargebacks, and banking rails (ACH, wires, RTP)
- Familiarity with KYC/AML, OFAC, Reg E, and secure communications
- Proficiency with Zendesk (or similar) and QA/CSAT tooling
- Strong communication skills (fluent written English, 60+ WPM typing)
- Critical thinking and troubleshooting under time pressure
- Experience collaborating with Product/Engineering on process improvements
Nice to Have
- Crypto support experience (wallets, transfers, stablecoins, gas/fees, Solana/EVM basics)
- Experience working with card processors (Marqeta, Galileo, Lithic) or sponsor banks
Benefits
- Competitive salary and equity
- 100% covered medical, dental, and vision insurance
- 401(k) plan
- Stipend for home office setup
- Monthly wellness and weekly meal benefits
- Flexible hours, supportive remote culture
- Unlimited vacation policy
- Company-wide off-sites
Join a team shaping the future of crypto accessibility while raising the bar for fintech customer experience.
Be the trusted voice helping users navigate cards, banking, and crypto—live, secure, and at scale.
Happy Hunting,
~Two Chicks…