Looking to put your financial services expertise to work at the cutting edge of crypto? Phantom is hiring a Senior Customer Support Agent to lead live chat support for debit cards and banking, handling complex issues and mentoring teammates in a fast-growing environment.
About Phantom
Phantom is redefining how millions engage with the crypto ecosystem. Our self-custodial wallet unifies Solana, Bitcoin, Ethereum, and Polygon in one seamless experience. With cutting-edge security and a user-first approach, Phantom has surpassed 16M monthly active users, reached #1 in Google Play finance, and consistently ranks in the Top 50 apps across all categories.
Schedule
- Full-time
- Fully remote within the U.S.
- Confidential projects requiring discretion and adherence to strict security standards
What You’ll Do
- Deliver best-in-class live chat support for complex card and banking issues (activations, disputes, fraud holds, replacements, ACH/wire/RTP)
- Own Reg E/EFTA investigations end-to-end, liaising with issuing banks and processors
- Detect fraud patterns and recommend risk mitigations
- Build and refine runbooks, macros, and workflows to streamline resolution times
- Review chats, mentor Tier 1 agents, and raise the quality bar across support
- Partner cross-functionally with Product, Engineering, Risk, and Operations to resolve issues and improve processes
- Enhance tooling and automation in Zendesk and related systems
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
- Deep knowledge of card lifecycle, chargebacks, and banking rails (ACH, wires, RTP)
- Familiarity with KYC/AML, OFAC, Reg E, and secure communications
- Excellent English communication skills and 60+ WPM typing accuracy
- Proficiency with Zendesk (or similar), QA/CSAT tools, and fraud/risk consoles
- Proven ability to troubleshoot under pressure and handle sensitive cases
Nice to Have
- Crypto support experience (wallets, transfers, fees/gas, multi-chain basics)
- Experience with processors like Marqeta, Galileo, or Lithic and sponsor banks
Benefits
- Competitive salary and equity
- 100% covered medical, dental, and vision insurance
- Remote setup stipend
- Flexible hours in a supportive remote culture
- Unlimited vacation
- 401(k) retirement plan
- Monthly wellness and weekly meal benefits
- Global off-sites with the team
This role offers the chance to combine top-tier financial support expertise with the future of crypto innovation.
Help shape first impressions and make crypto easier for millions of users.
Happy Hunting,
~Two Chicks…