Support Phantom users with fast, empathetic live chat assistance for debit cards and banking. This frontline role is ideal for candidates with financial services experience who thrive in high-quality support environments and want to be part of shaping the future of crypto wallets.
About Phantom
Phantom is the leading self-custodial wallet, making it easy for millions of users to manage tokens across Solana, Ethereum, Polygon, and Bitcoin. With 16M+ active users and a top ranking in finance apps globally, Phantom is committed to building a secure, seamless, and innovative crypto experience.
Schedule
- Full-time, remote contractor role (U.S. only)
- Flexible hours within a supportive remote-first culture
What You’ll Do
- Provide Level 1 live chat support for debit card and banking topics (activation, PIN, balance, card lock/unlock, merchant declines, replacements, travel notices, etc.)
- Triage and escalate cases clearly with complete internal notes and artifacts
- Guide customers through Reg E/EFTA dispute intake, collecting forms and evidence
- Spot suspicious fraud/risk signals and escalate appropriately
- Recommend updates to runbooks, macros, and help center content
- Work efficiently in Zendesk (or similar) while maintaining quality and brand voice
What You Need
- 1–3+ years in customer support for cards, banking, brokerage, or payments
- Experience with live chat in high-quality service environments
- Basic understanding of card lifecycle, banking rails, and dispute processes
- Familiarity with KYC/AML basics and Reg E disputes
- Fluent English with excellent written tone; 50+ WPM typing accuracy
- Proficiency with Zendesk (or similar) and documentation tools
Nice to Have
- Crypto product support experience (wallets, transfers, fees, gas, Solana/EVM basics)
- Exposure to card processors or sponsor banks (e.g., Marqeta, Galileo, Lithic)
Benefits
- Competitive salary and equity
- 100% employer-covered medical, dental, and vision insurance
- Stipend for remote office setup
- Unlimited vacation and flexible hours
- 401(k) retirement plan
- Monthly wellness and meal benefits
- Global off-sites and team-building events
Be the first touchpoint for customers while helping shape the next generation of crypto wallet support.
Happy Hunting,
~Two Chicks…