Want to be the first line of support for one of the fastest-growing crypto wallets in the world? Phantom is looking for a Customer Support Specialist to deliver fast, empathetic Level 1 live chat support for debit cards and banking.
About Phantom
Phantom is redefining how millions of people interact with crypto. Our self-custodial wallet unifies Solana, Bitcoin, Ethereum, and Polygon, giving users a secure, seamless experience. With 16M+ monthly active users, #1 ranking in Google Play’s finance category, and a consistent Top 50 app placement, Phantom is at the forefront of making crypto accessible to all.
Schedule
- Full-time (Contractor role)
- Fully remote within the U.S.
- Flexible hours with a supportive remote team
What You’ll Do
- Handle live chat support for debit card and banking topics (activations, balances, declines, replacements, travel notices, etc.)
- Triage and escalate complex issues with clear, detailed notes
- Guide customers through dispute intake and hand off to investigators
- Spot fraud or suspicious patterns and escalate per policy
- Propose updates to runbooks, macros, and help center articles
- Work efficiently in Zendesk using macros, tags, and views
- Deliver accurate, friendly, brand-aligned communications
What You Need
- 1–3+ years in customer support for cards, banking, brokerage, or payments
- Experience with live chat support
- Understanding of card lifecycle, settlement, and decline reasons
- Familiarity with KYC/AML basics, Reg E disputes, and secure handling of PII
- Excellent English communication skills and 50+ WPM typing accuracy
- Proficiency with Zendesk (or similar) and documentation tools
- Strong judgment, problem-solving, and escalation instincts
Nice to Have
- Crypto support experience (wallet basics, transfers, fees/gas, Solana/EVM differences)
- Exposure to card processors or sponsor banks like Marqeta, Galileo, or Lithic
Benefits
- Competitive salary and equity
- 100% covered medical, dental, and vision insurance
- Remote setup stipend
- Unlimited vacation policy
- 401(k) retirement plan
- Monthly wellness and weekly meal benefits
- Global team off-sites
This is your chance to make crypto easier to navigate for millions while shaping first impressions of Web3.
Be part of a team leading the wallet experience revolution.
Happy Hunting,
~Two Chicks…