Phantom · 22 hours ago
Senior Customer Support Agent (Cards & Banking, Live Chat)
United States
Full-time
Remote
Mid, Senior Level
4+ years expPhantom is revolutionizing the way millions of people interact with the crypto ecosystem through its self-custodial wallet. The Senior Customer Support Agent will lead live chat support for debit cards and banking, handling complex issues and coaching teammates to enhance customer support.
BitcoinCryptocurrencyDecentralized Finance (DeFi)FinanceFinancial ServicesFinTechNon-Fungible Token (NFT)
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
Qualification
Required
4–7+ years in customer support for cards, banking, brokerage, or payments
2+ years handling complex live chat queues and/or concierge‑level service
Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP)
Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications
Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy
Strong troubleshooting, pattern recognition, and decision‑making under time pressure; can navigate ambiguity and incomplete data
Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence)
History of partnering with Product/Eng to ship improvements based on support insights
Preferred
Crypto support experience (self‑custody wallets, on‑chain transfers, stablecoins, fees/gas, EVM/Solana basics)
Experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks)
Benefits
Competitive salary and equity
Comprehensive insurance (medical/dental/vision) — 100% covered
Stipend for your ideal remote set-up
Flexible hours and a supportive remote environment
Unlimited vacation: Take time when you need it (and we really mean it!)
401(k) retirement plan
Monthly wellness benefit
Weekly meal benefit
Global off-sites
Company
Phantom
Phantom is a crypto wallet that facilitates the buying, trading, and storing of cryptocurrencies, including NFTs and tokens.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$268MKey Investors
ParadigmAndreessen Horowitz
2025-01-16Series C· $150M
2022-01-31Series B· $109M
2021-07-14Series A· $9M
Leadership Team
Chris Kalani
CPO & Co-Founder
Francesco Agosti
CTO & Co-founder
Recent News
2025-12-15
2025-12-12
Company data provided by crunchbase