[Remote] Senior Customer Support Agent (Cards & Banking, Live Chat) at Phantom

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Cryptocurrency, FintechIndustries

Requirements

Candidates should have 4-7+ years of customer support experience in cards, banking, brokerage, or payments, with at least 2 years handling complex live chat queues or concierge-level service. Familiarity with card lifecycle, dispute/chargeback flows, card network rules, banking rails, KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications is required. Proficiency with Zendesk or similar systems, CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms is necessary. Fluent English, strong typing skills (60+ WPM), critical thinking, pattern recognition, decision-making under pressure, and collaboration skills are essential. Crypto support experience is a significant plus.

Responsibilities

The Senior Customer Support Agent will provide expert live chat support for debit card and banking issues, including activation, PINs, authorization declines, merchant disputes, fraud holds, chargebacks, and travel advisories. They will own Reg E/EFTA disputes end-to-end, gather evidence, draft communications, liaise with banks, and monitor SLAs. The role involves identifying and escalating risk and fraud patterns, recommending mitigations, and creating/maintaining support documentation like runbooks and macros. Additionally, they will serve as a QA bar-raiser, deliver feedback, mentor junior agents, partner with management on training, and collaborate with Product, Engineering, Risk/Compliance, and Operations teams on bug triage and policy decisions. Improving tooling and automation in Zendesk and exploring LLM-assisted replies are also key responsibilities.

Skills

Live Chat Support

Debit Card Support

Banking Support

Customer Service

Problem Solving

Financial Services

Crypto

Reg E

EFTA

KYC

EDD

Fraud Detection

Chargebacks

ACH

Wire Transfers

RTP

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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