Customer Support Specialist - Contractor

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 seeking a Customer Support Specialist to deliver fast, empathetic Level 1 live chat support for debit cards and banking. You’ll be the first touch for customers—resolving common issues, triaging edge cases, and escalating clearly when needed. This role is ideal for someone with experience in a high‑quality financial services support environment (e.g., cards, banking, brokerage, or payments). Experience at a top‑tier provider (Fidelity, Robinhood, premium card programs) is a plus. Crypto knowledge or past work with crypto products is also a plus.

Responsibilities

• Frontline Live Chat: Handle inbound chats for debit card and banking topics (activation, PIN, card lock/unlock, balance/limits, declines, merchant pending/adjustments, replacement, travel notices, address updates, name updates, basic account verification).
• Clear Triage & Escalation: Use runbooks and decision trees to determine next steps; create crisp internal notes with all required artifacts (screenshots, logs, merchant info) for Level 2/partner teams.
• Disputes Intake (Reg E/EFTA): Guide customers through dispute intake; collect evidence and forms; set expectations and hand off to investigators.
• Risk & Fraud Awareness: Spot suspicious patterns (ATO signals, repeated declines, card present/not present anomalies) and escalate per policy.
• Documentation & Content: Propose updates to macros, runbooks, and help center articles based on chat learnings; tag feedback for Product and Risk.
• Tooling Mastery: Work efficiently in Zendesk (or similar)—shortcuts, macros, tags, views—to reduce handle time while maintaining quality.
• Quality & Voice: Deliver accurate, friendly, brand‑aligned written communications; meet QA standards and style guidelines.

Qualifications

• Experience: 1–3+ years in customer support for cards, banking, brokerage, or payments, including live chat experience.
• Domain Basics: Understanding of card lifecycle (auth vs. settlement), common decline reasons, charge/reversal timelines, and banking rails (ACH/wires/RTP at a high level).
• Compliance Awareness: Familiar with KYC/AML basics, OFAC screening conceptually, Reg E dispute fundamentals, and secure handling of PII.
• Communication: Fluent, crisp English; excellent written tone; 50+ WPM typing with high accuracy.
• Problem Solving: Organized troubleshooting, good judgment on when to escalate, and comfort operating with partial information.
• Systems: Proficiency with Zendesk (or similar), documentation tools (Notion/Confluence), and basic reporting/QA workflows.

Nice to Have

• Crypto support experience (wallet/send/receive basics; fees/gas; network differences such as Solana/EVM).
• Exposure to card processors or sponsor banks (Marqeta/Galileo/Lithic) a plus.

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.