Customer Support Specialist - Contractor at Phantom

Company Overview

Phantom builds a leading self-custodial crypto wallet that simplifies how millions of people manage accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon. The company prioritizes security, usability, and innovative features to deliver a next-generation wallet experience. Phantom has grown rapidly and supports a large, diverse user base while focusing on high quality customer experience and product reliability.

Role Summary

We are hiring a Customer Support Specialist - Contractor to provide fast, empathetic Level 1 live chat support for debit card and banking topics. You will be the front line for customers, resolving common issues, triaging edge cases, and escalating clearly to Level 2 or partner teams when required. This role is well suited to candidates with experience supporting financial products such as cards, payments, brokerage, or banking, and those comfortable working in a remote, high-quality support environment.

Key Responsibilities

• Handle inbound live chat for debit card and banking topics, including activation, PIN, card lock/unlock, balance and limits, declines, merchant pending adjustments, replacements, travel notices, address and name updates, and basic account verification.
• Apply clear triage and escalation using runbooks and decision trees, preparing thorough handoffs with required artifacts such as screenshots, logs, and merchant information for Level 2 or partner teams.
• Guide customers through dispute intake processes, collect evidence and forms, set expectations, and hand off to investigators in accordance with Reg E/EFTA where relevant.
• Detect risk and fraud signals, escalate per policy, and contribute to maintaining security and compliance awareness across support workflows.
• Propose updates to macros, runbooks, help center articles, and support content based on chat learnings, tagging feedback for Product and Risk teams.
• Operate efficiently in support tooling such as Zendesk or similar, leveraging shortcuts, macros, tags, and views to reduce handle time while maintaining accuracy and brand voice.
• Deliver accurate, friendly, brand-aligned written communications that meet QA standards, style guidelines, and regulatory requirements for handling PII.

Qualifications

• 1-3+ years of customer support experience in cards, banking, brokerage, payments, or similar high-quality financial services support environments, including live chat experience.
• Understanding of card lifecycle concepts (authorizations versus settlement), common decline reasons, charge and reversal timelines, and basic banking rails such as ACH and wires at a high level.
• Familiarity with KYC/AML basics, conceptual OFAC screening, Reg E dispute fundamentals, and secure handling of personally identifiable information.
• Strong written communication skills in English, with a crisp tone, fast and accurate typing (50+ WPM), and the ability to craft clear internal notes for escalation.
• Excellent troubleshooting and judgment, organized problem solving, and comfort operating with partial information while knowing when to escalate.
• Proficiency with customer support tools like Zendesk, documentation platforms like Notion or Confluence, and basic QA and reporting workflows.

Nice to Have

• Experience supporting crypto products or wallets, including send and receive flows, fees and gas, and multi-network differences such as Solana and EVM chains.
• Familiarity with card processors or sponsor banks such as Marqeta, Galileo, or Lithic.

Why Work With Us - Benefits

Phantom offers competitive compensation and benefits aligned to a remote-first culture focused on wellbeing and growth. Highlights include:

• Competitive salary plus equity participation.
• Comprehensive insurance for medical, dental, and vision, 100% covered in applicable plans.
• Stipend for your ideal remote setup to ensure you have the tools to do your best work.
• Flexible hours and a long-standing supportive remote environment with unlimited vacation policy.
• 401(k) retirement plan where applicable, monthly wellness benefits, weekly meal benefit, and opportunities to join global off-sites.

Working Style and Culture

Phantom is a distributed, mission-driven team of experienced builders in the blockchain and crypto industry. You will work in a fast-paced, collaborative environment that values security, usability, empathy for users, and continuous improvement. We strongly encourage candidates from diverse backgrounds to apply.

How to Apply

Apply through the posted job link with your resume and any relevant profiles. This position may use automated tools to assist with application processing; applications will be handled securely and in accordance with applicable data protection laws. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.