VIP Account Manager

🔥 2 hours ago

🏈 North America – Remote

💵 $75k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

👻 Ghost score 8%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Phantom

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

₿ Crypto

🔐 Security

🌐 Web 3

Crypto • Security • Web 3

Phantom is a company that provides a digital wallet and support services for managing cryptocurrencies such as SOL, ETH, POL, and Bitcoin. It offers guidance on account management, connecting to popular crypto apps, staking, and using hardware devices like Ledger Nano. Phantom prioritizes security and assists users in managing their crypto assets safely, ensuring they are aware of potential scams and providing tips for securing their digital wallets. The platform also supports mobile access on iOS and Android devices, offering solutions for various troubleshooting issues and frequently asked questions.

📋 Description

• 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