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); exper