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

Company Overview

Phantom builds a multi-chain, self-custodial crypto wallet that provides a secure, unified experience across Solana, Bitcoin, Ethereum, and Polygon. Trusted by millions, Phantom focuses on security, usability, and innovation to deliver best-in-class wallet and payment experiences.

Role Summary

We are hiring a Senior Customer Support Agent to lead live chat support for card and banking products. This role handles complex, sensitive customer issues in real time, conducts investigations and disputes, triages risk and fraud, creates robust processes and content, and coaches teammates to raise quality across the support organization. The position requires excellent judgment, strong domain knowledge in cards and banking, and the ability to work with cross-functional partners while maintaining strict confidentiality for unreleased offerings.

Responsibilities

• Provide expert live chat support for debit card and banking issues including card activation, PINs, auth declines, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH, wire, RTP, and name/address verification.
• Own Reg E and EFTA disputes end-to-end: gather evidence, draft customer communications, liaise with issuing bank or processor, monitor SLAs, and drive resolution.
• Perform risk and fraud triage by identifying patterns such as account takeovers, friendly fraud, and mule activity, escalating and recommending mitigations like 3DS, step-up authentication, or card reissue.
• Create and maintain runbooks, macros, help content, and standardized workflows; propose automations and decision trees to reduce handle time and improve first contact resolution.
• Act as a QA bar-raiser: review chats and tickets, deliver feedback, coach Tier 1 agents, and partner with leads on training and quality initiatives.
• Partner cross-functionally with Product, Engineering, Risk, Compliance, and Operations to triage bugs, influence policy, and surface customer insights into the roadmap.
• Recommend and implement tooling and automation improvements in Zendesk or similar platforms, including chat routing, macros, triggers, side-conversations, and LLM-assisted replies where appropriate.

Qualifications

• 4 to 7+ years of experience in customer support for cards, banking, brokerage, or payments, with at least 2 years handling complex live chat or concierge-level service.
• Deep domain knowledge of card lifecycle, dispute and chargeback flows, card network rules, and banking rails (ACH, wires, RTP).
• Experience conducting investigations and managing evidence for regulatory disputes.
• Working knowledge of KYC, AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
• Excellent written English, crisp tone, and high typing speed with accuracy.
• Strong critical thinking, pattern recognition, and decision-making under time pressure.
• Proficiency with support and tooling platforms such as Zendesk, CRM, QA tooling, fraud/risk consoles, Notion or Confluence, and analytics reporting.
• Proven ability to partner with Product and Engineering to deliver product and process improvements driven by support insights.

Nice to Have

• Direct crypto support experience, including self-custody wallets, on-chain transfers, stablecoins, fees/gas, or EVM/Solana basics.
• Experience working with card processors or banking partners such as Marqeta, Galileo, or Lithic.

Why Work With Us

Join a fast-growing, product-driven team at the forefront of multi-chain wallet experiences. You will work with experienced builders in crypto, contribute to high-impact product improvements, and help shape how millions of users interact with digital assets.

Benefits

• Competitive salary and equity participation.
• Comprehensive medical, dental, and vision insurance with 100% employee premium coverage where applicable.
• Stipend for remote work setup and home office equipment.
• Flexible hours and a supportive remote-first environment.
• Unlimited vacation policy and additional wellness and meal benefits where applicable.
• 401(k) retirement plan where applicable, monthly wellness benefit, and global off-sites.

Confidentiality and Security

This role may handle confidential, unreleased offerings. Professional discretion, adherence to security and privacy standards, and careful handling of sensitive data are mandatory.

How to Apply

Apply via the job page and submit your resume and relevant experience. Phantom encourages candidates from diverse backgrounds to apply. By submitting your application you acknowledge Phantom may use automated tools and trusted third parties to process applications in accordance with applicable data protection laws.