Shape the future of crypto support by delivering concierge-level customer care for debit cards and banking while working fully remote.
About Phantom
Phantom is a leading self-custodial crypto wallet used by millions across Solana, Bitcoin, Ethereum, and Polygon. Built with a focus on security, innovation, and user experience, Phantom has grown to over 16M+ monthly active users and consistently ranks among the top 50 apps worldwide. The team is committed to making crypto safe, simple, and accessible to everyone.
Schedule
- Full-time role
- Remote (US only)
- Flexible hours in a supportive distributed environment
What You’ll Do
- Deliver expert live chat support for debit cards and banking (activation, PIN, fraud holds, disputes, chargebacks, ACH/wire, KYC/EDD escalations)
- Own Reg E/EFTA investigations and disputes end-to-end with banks/processors
- Triage fraud and risk cases, identify patterns, and escalate with recommendations
- Build and refine workflows, runbooks, macros, and customer-facing content
- Mentor Tier 1 agents, review QA, and provide feedback to raise support standards
- Partner cross-functionally with Product, Engineering, Risk/Compliance, and Ops
- Recommend and implement improvements in Zendesk and related tooling
What You Need
- 4–7+ years in customer support for cards, banking, brokerage, or payments
- 2+ years handling complex live chat queues or concierge-level service
- Strong knowledge of card lifecycle, disputes/chargebacks, and banking rails
- Familiarity with KYC/AML, Reg E, PII handling, and compliance standards
- Excellent written English, crisp tone, 60+ WPM typing with accuracy
- Experience with Zendesk, CRM/QA tools, fraud consoles, and documentation systems
- Ability to think critically, resolve issues under pressure, and collaborate across teams
Nice to Have
- Crypto support experience (wallets, on-chain transfers, stablecoins, fees/gas)
- Experience with card processors or sponsor banks (Marqeta, Galileo, Lithic)
Benefits
- Competitive salary and equity
- Comprehensive medical, dental, and vision insurance (100% covered)
- 401(k) retirement plan
- Unlimited vacation plus flexible hours
- Monthly wellness and weekly meal benefits
- Remote work stipend for your ideal setup
- Global team off-sites
- Inclusive, diverse, and growth-focused culture
Help define the first impression millions have with crypto while building your career in a fast-scaling, global company.
Happy Hunting,
~Two Chicks…