VIP Account Manager at Phantom

About Phantom

Phantom is dedicated to connecting the world to the freedom of open markets. Millions globally use Phantom to access perpetuals, prediction markets, tokenized assets, stablecoins, and memes on global markets that are always open. Phantom empowers users to discover relevant markets and cultural moments, building conviction through real time data and verified top trader performance. With self-custody and open network access at its core, Phantom allows users to control their financial movements within the same app they use for secure worldwide storage and spending. Phantom has achieved the #1 ranking in Google Play's finance category and consistently ranks among the top 50 apps across all categories. Phantom collaborates with influential financial partners such as Hyperliquid, Stripe, Kalshi, and Visa, making popular and innovative financial products accessible to everyone. The company is fully remote with approximately 180 employees, supported by a $150M Series C investment from a16z, Sequoia Capital, and Paradigm.

The Role: VIP Account Manager

Our most active users deserve a dedicated relationship with Phantom, moving beyond a standard ticket queue. We are launching an invite only VIP program featuring in app messaging with a real person, enhanced support, and exclusive experiences. This role will be the program's first dedicated hire. As a VIP Account Manager, you will serve as the initial point of contact for VIP members within the app. You will manage these relationships comprehensively, from welcoming new members and personally resolving issues to escalating cases to support and engineering when necessary, ensuring follow through until resolution. You will be instrumental in shaping the playbook for the team that will grow around you as the program scales towards round the clock coverage. This role involves close collaboration with the VIP program lead, support, marketing, product, and design teams.

Responsibilities

• Be the personal, named contact for VIP members in our in-app messaging hub.
• Own member relationships end to end: including onboarding, welcome, proactive check ins, and ensuring every issue is resolved.
• Handle high stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion.
• Triage and escalate issues: bring in support agents, engineering, or leadership when a case warrants it, and manage all communication back to the member.
• Meet members where they are: primarily via in-app chat, supplemented by email, X, Telegram, and Discord.
• Coordinate special moments beyond support, such as welcome gifts, event experiences, and early access to new features.
• Turn conversations into actionable insights: channel member feedback to the product team, build playbooks, and help define response time and satisfaction standards for the VIP team.
• Contribute to the design and scaling of the program from a small founding cohort to thousands of members, eventually aiming for 24/7 coverage.

Qualifications

• 4+ years of experience in premium or VIP support, account management, or customer success, ideally within a sports betting platform, crypto exchange, wallet, brokerage, or fintech app.
• Deep crypto fluency: you must understand self custody and be capable of navigating multiple chains, reading a block explorer, tracing transactions, and distinguishing an L2 gas issue from a bug.
• Exceptional written communication skills: warm, concise, and human, even under pressure.
• Absolute discretion: privacy and trust are paramount for high value users.
• Security first instincts: you are aware of social engineering patterns targeting crypto users and would never ask anyone for a seed phrase.
• Comfort with ambiguity and strong ownership: as the first hire in a new function, you will be building many of the processes yourself.
• Time zone flexibility: our members are global and markets never close, so some evening and weekend availability is required.
• 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 an active Phantom user with real on chain history.

Why Work with Us

Opportunity

We are a team of experienced builders driven by a simple belief: crypto should be easy, beautiful, and accessible to everyone. This conviction has propelled our growth to over 20 million users, a #1 ranking in the Google Play Store finance category, and a product consistently ranked among the top consumer technology platforms globally. There has never been a more exciting time to work in crypto, and at Phantom, you will help shape how tens of millions of people experience it daily.

• First impressions matter: Wallets are crucial for a user's initial interaction with crypto and onboarding. By ensuring an excellent first time experience, we can significantly boost the growth of the entire ecosystem.
• Make crypto easier to navigate: Users currently lack an easy way to discover and navigate all that crypto offers. Wallets have a unique opportunity to not only onboard users but also retain them by enabling exploration of new activities.
• We live in a multi-chain world: We currently support Solana, Ethereum, Polygon, and Bitcoin, with plans for more networks in the future. Our focus is on creating a unified, multi-chain crypto experience for users.

Benefits

Phantom offers a comprehensive benefits package designed to support our remote team:

• Competitive salary and equity.
• Eligibility to participate in a performance bonus program.
• Comprehensive insurance (medical, dental, vision), 100% covered.
• Stipend for your ideal remote/work from home set up: including laptop, headphones, and any other necessary work gear.
• Flexible hours and a long standing, supportive remote environment.
• Unlimited vacation: take time when you need it, genuinely.
• 401(k) retirement plan.
• Wellness benefit.
• Daily lunch benefit.

The target base salary for this role will range between $75,000 to $100,000, in addition to equity and benefits. This is determined by factors such as your skillset, prior relevant experience, interview quality, and market conditions at the time of offer.

We strongly encourage candidates from all backgrounds to apply. We believe that diverse perspectives strengthen our work, and we are eager to further diversify our company. If you feel your background would make an impact at Phantom, please consider applying. We are committed to building an inclusive, supportive environment where you can do your best career work.

By submitting your resume and application materials, you acknowledge and agree that Phantom Technologies, Inc. ("Phantom") collects and processes your personal information (including application materials, interview records, and related data) to evaluate your candidacy. Phantom may use AI powered tools and third party service providers for transcription, note taking, scheduling, and other administrative tasks. Phantom does not sell your information, and your materials will be handled securely and in accordance with applicable data protection laws.