Contractor, Support Specialist
HandshakeFull Time
Entry Level & New Grad, Junior (1 to 2 years)
Candidates should have 1-3+ years of customer support experience in cards, banking, brokerage, or payments, including live chat. A strong understanding of the card lifecycle, common decline reasons, charge/reversal timelines, banking rails, and basic compliance concepts like KYC/AML, OFAC, and Reg E disputes is required. Proficiency with customer support systems like Zendesk, documentation tools such as Notion or Confluence, and fast, accurate typing (50+ WPM) are essential. Crypto support experience and familiarity with card processors or sponsor banks are considered a plus.
The Customer Support Specialist will provide Level 1 live chat support for debit card and banking inquiries, including activation, PIN issues, card management, balance inquiries, and transaction details. They will triage customer issues using runbooks and decision trees, escalating complex cases with detailed notes and artifacts to Level 2 or partner teams. Responsibilities also include guiding customers through dispute intake processes according to regulations, identifying and escalating suspicious patterns related to fraud or account takeovers, and contributing to documentation by suggesting updates to macros, runbooks, and help center articles based on customer interactions.
Multi-chain crypto wallet for digital assets
Phantom.app offers a multi-chain cryptocurrency wallet that allows users to manage various digital assets across different blockchain networks without needing multiple wallets. The wallet is designed for both experienced investors and beginners, featuring a user-friendly interface that simplifies the complexities of cryptocurrency management. Users can store, stake, and earn rewards on their tokens, and benefit from a fast, low-cost token swapping feature for trading digital assets. A key aspect of Phantom.app is its integration with major NFT marketplaces, enabling users to showcase, monitor, and sell their NFT collections easily. Security is emphasized through a self-custodial model, giving users full control over their funds, along with scam detection features and the option to connect a Ledger device for added protection. Phantom.app aims to provide a seamless and secure platform for cryptocurrency management, catering to the needs of a diverse clientele.