Note: The job is a remote job and is open to candidates in USA. Phantom is hiring a VIP Account Manager to serve as the named point of contact for VIP members and own their relationships from onboarding through issue resolution. The role also coordinates escalations and member experiences, channels feedback to product, and helps build and scale Phantom’s VIP support program.
Responsibilities
- Be the personal, named contact for VIP members in our in-app messaging hub
- Own member relationships end to end: onboarding and welcome, proactive check-ins, and follow through on every issue until it is resolved
- Handle high stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion
- Triage and escalate: bring in support agents, engineering, or leadership when a case warrants it, and own the communication back to the member
- Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord
- Coordinate the moments beyond support: welcome gifts, event experiences, and early access to new features
- Turn conversations into leverage: channel member feedback to product, build playbooks, and help define the response time and satisfaction standards for the VIP team
- Help design and scale the program from a small founding cohort to thousands of members, and eventually 24/7 coverage
Skills
- 4+ years in premium or VIP support, account management, or customer success
- Deep crypto fluency: you understand self custody and can navigate multiple chains, reading a block explorer, tracing a transaction, and telling an L2 gas issue apart from a bug
- Exceptional written communication: warm, concise, and human, even under pressure
- Absolute discretion: for high value users, privacy and trust are the product
- Security first instincts: you know the social engineering patterns targeting crypto users, and you would never ask anyone for a seed phrase
- Comfort with ambiguity and ownership: you are the first hire in a new function and will build much of the process yourself
- Ideally at a sports betting platform, crypto exchange, wallet, brokerage, or fintech app
- Experience serving high net worth clients at an exchange or brokerage
- Hands on experience with Zendesk and AI support tooling
- Fluency in more than one language, or an active Phantom user with real on chain history
Benefits
- For full-time employees: equity
- For full-time employees: Comprehensive insurance (medical/dental/vision); base plan 100% covered
- For full-time employees: Flexible hours and a long-standing, supportive remote environment
- For full-time employees: Unlimited vacation
- For full-time employees: 401(k) retirement plan
- For full-time employees: Wellness stipend
- For full-time employees: Weekly meal stipend
- For full-time employees: Learning & Development stipend
- For full-time employees: Remote / WFH set-up stipend
Company Overview