Join Phantom and help lead best-in-class live chat support for debit cards and banking while shaping the future of crypto wallets. This role is perfect for seasoned financial services professionals ready to manage complex issues, mentor teammates, and build processes that scale.
About Phantom
Phantom is revolutionizing how millions interact with crypto through its self-custodial wallet. Supporting Solana, Ethereum, Bitcoin, and Polygon, we provide a seamless, secure way to manage accounts and tokens. With over 16M+ active users, Phantom is consistently ranked among the top finance apps worldwide.
Schedule
- Full-time, remote (US-based)
- Confidential projects; strict security/privacy adherence required
What You’ll Do
- Resolve complex debit card and banking issues via live chat (fraud holds, chargebacks, PIN, travel advisories, ACH/wire/RTP, KYC escalations)
- Manage Reg E/EFTA disputes end-to-end, liaising with banks and processors
- Identify fraud patterns and recommend mitigations (e.g., card reissue, velocity controls)
- Create runbooks, macros, and help content to standardize workflows
- Coach Tier 1 agents, review chats/tickets, and raise the QA bar
- Partner cross-functionally with Product, Engineering, and Compliance teams
- Recommend and implement improvements in Zendesk, routing, macros, and automation
What You Need
- 4–7+ years in customer support for cards, banking, brokerage, or payments
- 2+ years managing complex live chat or concierge-level service
- Strong knowledge of card lifecycle, disputes, and chargeback flows
- Familiarity with ACH, wire, and RTP banking rails
- Understanding of KYC/AML, OFAC, and Reg E compliance
- Excellent written communication (60+ WPM, crisp and clear tone)
- Proficiency with Zendesk (or similar), QA tooling, and risk consoles
- History of collaborating with Product/Eng on support-driven improvements
Nice to Have
- Crypto support experience (wallets, transfers, stablecoins, fees/gas)
- Experience with card processors/banking partners like Marqeta, Galileo, or Lithic
Benefits
- Competitive salary and equity
- 100% employer-covered medical, dental, and vision insurance
- Flexible hours and fully remote environment
- Unlimited vacation policy
- 401(k) retirement plan
- Monthly wellness and meal benefits
- Global off-sites and team-building events
- Home office stipend
Take your customer support expertise to the next level while helping build the future of crypto wallets.
Happy Hunting,
~Two Chicks…