[Remote] Customer Support Specialist - Contractor at Phantom

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Cryptocurrency, Financial ServicesIndustries

Requirements

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.

Responsibilities

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.

Skills

Customer Support

Live Chat

Debit Cards

Banking

Financial Services

Crypto

Problem-Solving

Communication

Phantom

Multi-chain crypto wallet for digital assets

About Phantom

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.

San Francisco, CaliforniaHeadquarters

2021Year Founded

$115.3MTotal Funding

SERIES_BCompany Stage

Crypto & Web3Industries

201-500Employees

Benefits

Competitive salary and equity.

Comprehensive insurance (medical/dental/vision) — 100% covered.

Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need.

Flexible hours and a long-standing, supportive remote environment.

Monthly co-working space and mobile phone expense.

Unlimited vacation: Take time when you need it (and we really mean it).

Risks

Increased competition from Best Wallet with a superior user interface.

Rapid user growth may strain infrastructure and customer support.

Decision not to launch a token could lead to user dissatisfaction.

Differentiation

Phantom offers a multi-chain wallet supporting Solana, Ethereum, Polygon, and Bitcoin.

The wallet integrates with major NFT marketplaces for easy NFT management and transactions.

Phantom prioritizes security with self-custodial features and scam detection capabilities.

Upsides

Phantom's user base tripled to 3.2 million MAUs by January 2024.

Partnership with Transak enhances seamless digital asset purchases for users.

Integration with dYdX facilitates significant trading volume, boosting platform activity.

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