Senior Customer Support Agent, Phantom
Cards & Banking, Live Chat
+ Equity
Crypto wallet built for DeFi & NFTs
Job no longer available
Crypto wallet built for DeFi & NFTs
201-500 employees
Job no longer available
+ Equity
201-500 employees
Company mission
To make the digital economy safe and easy to use for everyone.
Role
Who you are
- Experience: 4–7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge‑level service
- Domain Knowledge: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP)
- Compliance Mindset: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications
- Communication: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy
- Critical Thinking: Strong troubleshooting, pattern recognition, and decision‑making under time pressure; can navigate ambiguity and incomplete data
- Systems: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence)
- Collaboration: History of partnering with Product/Eng to ship improvements based on support insights
- Nice to Have (Big Plus): Crypto support experience (self‑custody wallets, on‑chain transfers, stablecoins, fees/gas, EVM/Solana basics); experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks)
What the job involves
- Phantom is looking for a Senior Customer Support Agent to lead best‑in‑class live chat support for debit cards and banking.
- You’ll handle complex, sensitive issues in real time, coach teammates, and continuously improve how we support customers.
- This role is ideal for a seasoned support professional from a top‑tier financial services team (e.g., Fidelity, Robinhood, premium card concierge programs, or equivalent) with strong judgment, empathy, and process‑building chops. Crypto experience is a major plus
- Note: You’ll work on confidential, unreleased offerings. Professional discretion and adherence to security/privacy standards are required
- Expert Live Chat Support: Resolve complex debit card and banking issues (card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations)
- Investigations & Disputes: Own Reg E/EFTA disputes end‑to‑end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution
- Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step‑up, velocity controls, card reissue)
- Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first‑contact resolution
- Quality & Coaching: Serve as a QA bar‑raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training
- Cross‑Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer‑back input for roadmap
- Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side‑conversations, and reporting; explore bots/LLM‑assisted replies where appropriate
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)An extensive background in Engineering, most recently working as Senior Engineer at Twitter and Engineering Manager/Tech Lead 0x.
Chris Kalani
(Co-Founder & CPO)Previously worked as a Product Designer at Facebook, went on to co-found and become CEO of Wake. Is currently an Advisor at Talentdrop.
Francesco Agosti
(Co-Founder & CTO)Worked as a Software Engineer at Yelp, and went on to work through several roles at 0x, most recently as Tech Lead.
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