[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

Skills

Key technologies and capabilities for this role

Live Chat SupportDebit Card SupportBanking SupportCustomer ServiceProblem SolvingFinancial ServicesCryptoReg EEFTAKYCEDDFraud DetectionChargebacksACHWire TransfersRTP

Questions & Answers

Common questions about this position

What experience is required for the Senior Customer Support Agent role?

Candidates need 4–7+ years in customer support for cards and banking, ideally from top-tier financial services like Fidelity or Robinhood, with crypto experience as a major plus.

What are the main responsibilities of this position?

Responsibilities include expert live chat support for debit card and banking issues, owning investigations and disputes, risk and fraud triage, process improvements, quality coaching, cross-functional partnering, and tooling enhancements.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Senior Customer Support Agent position?

A strong candidate is a seasoned support professional from top-tier financial services with strong judgment, empathy, process-building skills, and experience handling complex card/banking issues; crypto experience and professional discretion for confidential work are major advantages.

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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