VIP Account Manager

Responsibilities

• Be the personal, named contact for VIP members in our in-app messaging hub
• Own member relationships end to end: onboarding, proactive check-ins, and issue resolution
• Handle high stakes situations such as compromised wallets and missing funds with urgency and discretion
• Triage and escalate issues to support, engineering, or leadership
• Coordinate non-support moments like welcome gifts and event experiences
• Channel member feedback to product and help define VIP team standards
• Help design and scale the program from a founding cohort to thousands of members

Requirements

• 4+ years in premium or VIP support, account management, or customer success
• Deep crypto fluency including self-custody, multi-chain navigation, and block explorers
• Exceptional written communication skills
• Absolute discretion and privacy focus
• Security first instincts regarding social engineering patterns
• Comfort with ambiguity and ownership as a founding hire
• Time zone flexibility for global market coverage

Preferred Qualifications

• Experience serving high net worth clients at an exchange or brokerage
• Experience with Zendesk and AI support tooling
• Fluency in more than one language
• Active Phantom user with on-chain history

Benefits

• Competitive salary and equity
• Performance bonus program eligibility
• 100% covered medical, dental, and vision insurance
• Remote work setup stipend
• Flexible hours and unlimited vacation
• 401(k) retirement plan
• Wellness and daily lunch benefits

About the Company

Phantom is on a mission to connect the world to the freedom of open markets. With over 20 million users, Phantom is a leading multi-chain crypto wallet providing access to global markets including perpetuals, prediction markets, and tokenized assets.