VIP Account Manager
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Job Description
VIP Account Manager owning high-value member relationships for Phantom’s global self-custody crypto wallet. Building personalized support processes across chat, email, and social channels.
Responsibilities:
- Serve as the personal, named contact for VIP members through Phantom’s in-app messaging hub
- Own VIP member relationships end to end, including onboarding, welcome, proactive check-ins, and issue follow-through
- Handle high-stakes situations involving compromised wallets, missing funds, and large transactions
- Triage and escalate cases to support agents, engineering, or leadership, while owning communication with the member
- Support members through in-app chat, email, X, Telegram, and Discord
- Coordinate welcome gifts, event experiences, and early access to new features
- Channel member feedback to product, build playbooks, and help define response-time and satisfaction standards
- Design and scale the VIP program from a founding cohort to thousands of members and eventual 24/7 coverage
- Collaborate with the VIP program lead, support, marketing, product, and design
Requirements:
- 4+ years in premium or VIP support, account management, or customer success, ideally at a sports betting platform, crypto exchange, wallet, brokerage, or fintech app
- Deep crypto fluency, including self-custody, multiple chains, block explorers, transaction tracing, and distinguishing L2 gas issues from bugs
- Exceptional written communication: warm, concise, and human, even under pressure
- Absolute discretion with high-value users
- Security-first instincts, including recognizing social engineering patterns targeting crypto users and never asking for a seed phrase
- Comfort with ambiguity and ownership as the first hire in a new function
- Time zone flexibility, including some evening and weekend availability
- Nice to have: experience serving high net worth clients at an exchange or brokerage
- Nice to have: hands-on experience with Zendesk and AI support tooling
- Nice to have: fluency in more than one language or active Phantom user status with real on-chain history
- Must be authorized to work in the intended work location
Benefits:
- Competitive salary and equity
- Eligibility to participate in performance bonus program
- 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
- Unlimited vacation
- 401(k) retirement plan
- Wellness benefit
- Daily lunch benefit
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