Senior Customer Support Agent (Cards & Banking, Live Chat)

Company Description

Phantom is revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon, empowering users with a single, convenient solution. By integrating cutting-edge security features and launching innovative tools for an enhanced personalized user experience, Phantom is able to provide a next-generation, safe and easy to use self-custodial wallet for everyone. This strategy has allowed Phantom to achieve significant milestones including surpassing 16 million MAU’s, reaching #1 in the Google play store finance category, and consistently trending as a Top 50 app across all categories, right next to X, PayPal, Coinbase, and ChatGPT. Role Description 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.

Responsibilities

• 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.

Qualifications

• 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).

Why Work with Us Opportunity We are a team of experienced builders in the blockchain and crypto industry. Our journey began from users seeking an easy, seamless path to accessing the crypto ecosystem. This passion fueled our exponential growth, allowing us to onboard over 16M+ active users in just over three years; with our user base growing weekly. Our dedication to a secure and seamless user experience has made us the leading wallet on Solana as well as our multi-chain approach enhances our platform's versatility, meeting the needs of a diverse and growing user base. By staying at the forefront of technology and user expectations, we continue to innovate and set industry standards on self-custodial crypto wallets. There has never been a better time to work in crypto to help shape the future of innovation with a focus around the wallet experience!

• First impressions matter: Wallets are responsible for a users first impression with crypto and onboarding new users into crypto. By ensuring that a user has a great first-time experience with crypto, we can help supercharge the growth of the entire ecosystem.
• Make crypto easier to navigate: There is no easy way for a user to discover and navigate all that crypto has to offer. Wallets have a unique opportunity to help users not only onboard to crypto but also stay retained by exploring new things to do.
• We live in a multi-chain world: We currently support Solana, Ethereum, Polygon and Bitcoin with more networks to come in the new future. We are focused on creating a unified, multi-chain crypto experience for users.

Benefits

• Competitive salary and equity
• Comprehensive insurance (medical/dental/vision) — 100% covered
• Stipend for your ideal remote set-up
• Flexible hours and a supportive remote environment
• Unlimited vacation: Take time when you need it (and we really mean it!)
• 401(k) retirement plan
• Monthly wellness benefit
• Weekly meal benefit
• Global off-sites

We strongly encourage candidates of all different 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. By submitting your resume and application materials, you acknowledge and agree that Phantom may use automated tools, including AI systems, and may engage trusted third-party service providers to process your application and ensure an efficient hiring process. Phantom does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws. Apply tot his job Apply To this Job