VIP Account Manager, Phantom
$75-100k
+ Eligibility to participate in performance bonus program and equity
Crypto wallet built for everyone
Posted today
Crypto wallet built for everyone
201-500 employees
Posted today
$75-100k
+ Eligibility to participate in performance bonus program and equity
201-500 employees
Company mission
To make the digital economy safe and easy to use for everyone.
Role
Who you are
- 4+ years in premium or VIP support, account management, or customer success, ideally at a sports betting platform, crypto exchange, wallet, brokerage, or fintech app
- Deep crypto fluency: you understand self custody and can navigate multiple chains, reading a block explorer, tracing a transaction, and telling an L2 gas issue apart from a bug
- Exceptional written communication: warm, concise, and human, even under pressure
- Absolute discretion: for high value users, privacy and trust are the product
- Security first instincts: you know the social engineering patterns targeting crypto users, and you would never ask anyone for a seed phrase
- Comfort with ambiguity and ownership: you are the first hire in a new function and will build much of the process yourself
- Time zone flexibility: our members are global and markets do not close, so some evening and weekend availability is part of the job
- Nice to have: experience serving high net worth clients at an exchange or brokerage
- Nice to have: hands on experience with Zendesk and AI support tooling
- Nice to have: fluency in more than one language, or an active Phantom user with real on chain history
- We strongly encourage candidates of all backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would make an impact at Phantom, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career
What the job involves
- Our most active users deserve a relationship with Phantom, not a ticket queue. We are launching an invite only VIP program in app messaging with a real person, enhanced support, and exclusive experiences. You will be its first dedicated hire
- As a VIP Account Manager, you are the first point of contact for VIP members inside the app
- You will own these relationships end to end: welcoming new members, resolving issues personally, pulling in support and engineering when a case needs them, and staying with it until it is closed
- You will help shape the playbook for the team we build around you as the program scales toward round the clock coverage
- You will work closely with the VIP program lead, support, marketing, product, and design
- Be the personal, named contact for VIP members in our in-app messaging hub
- Own member relationships end to end: onboarding and welcome, proactive check-ins, and follow through on every issue until it is resolved
- Handle high stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion
- Triage and escalate: bring in support agents, engineering, or leadership when a case warrants it, and own the communication back to the member
- Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord
- Coordinate the moments beyond support: welcome gifts, event experiences, and early access to new features
- Turn conversations into leverage: channel member feedback to product, build playbooks, and help define the response time and satisfaction standards for the VIP team
- Help design and scale the program from a small founding cohort to thousands of members, and eventually 24/7 coverage
Our take
Cryptocurrency wallets provide a way to protect secret information that gives users control over your digital assets. Many crypto enthusiasts prefer the wallet option as non-custodial wallets remove the third-party option and users gain full control over their data. Phantom is a cryptocurrency wallet that creates a space for users to buy, send, receive, swap tokens and collect NFTs.
Phantom hosts the Solana blockchain, though Ethereum is generally more popular within the crypto world, Solana is said to have faster speeds and lower transaction costs. Offering the same wallet features as its competitors, the company is setting itself apart with newer features like the “Burn NFTs” feature allowing users to remove spam NFTs sent by attackers and support them in dodging NFT theft prevalent in the sector. The company prides itself on extremely high-security factors.
Founded in 2021, the company has an impressive firm valuation of $3B and has earned its place as a top-rated crypto wallet. As the crypto space continues to evolve, Phantom is positioning itself not just as a wallet, but as a comprehensive platform for managing the full range of digital assets and decentralized applications.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
May 2022
$12m
SERIES A
Dec 2021
$4m
SEED
Total funding: $16.3m
Company benefits
- Daily meal benefit
- Unlimited PTO
- Comprehensive health plans
- Learning & development
- Montlhy wellness benefit
- Global company offsites
Company HQ
SoMa, San Francisco, CA
Leadership
Brandon Millman
(Co-Founder & CEO)Prior to co-founding Phantom in 2021, Brand was an Engineering Manager & Tech Lead at 0x Labs and a Senior Engineer at Twitter.
Chris Kalani
(Co-Founder & CPO)Chris previously spent nearly 3 years at 0x Labs as a Director of Design and General Manager of Match. Before that, they co-founded Wake where they served as the CEO for over 4 years.
Francesco Agosti
(Co-Founder & CTO)Francesco previously worked at 0x Labs as a Software Engineer and Tech Lead. Prior to that, they were a Software Engineer at Yelp and a Lead Engineer at Code at Uni.
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