VIP Account Manager
Own end-to-end relationships with Phantom’s VIP members, handling high-stakes crypto support, escalations, and exclusive experiences. The role requires 4+ years in VIP support, account management, or customer success, deep multi-chain crypto knowledge, strong written communication, and discretion.
About the job
Responsibilities
- Serve as the named, personal contact for VIP members through in-app messaging.
- Own member relationships end to end, including onboarding, welcome messages, proactive check-ins, issue resolution, and follow-through.
- Handle high-stakes cases involving compromised wallets, missing funds, and large transactions with urgency, precision, and discretion.
- Triage and escalate cases to support, engineering, or leadership, while owning communication with the member.
- Support members through in-app chat, email, X, Telegram, and Discord.
- Coordinate VIP experiences such as welcome gifts, events, and early feature access.
- Share member feedback with product teams, develop playbooks, and help define response-time and satisfaction standards.
- Help design and scale the VIP program from its founding cohort toward thousands of members and 24/7 coverage.
Requirements
- 4+ years of experience in premium or VIP support, account management, or customer success; experience with crypto, fintech, brokerage, wallet, or sports betting platforms is preferred.
- Deep crypto fluency, including self-custody, multiple chains, block explorers, transaction tracing, and L2 gas issues.
- Exceptional written communication that is warm, concise, and human under pressure.
- Strong discretion and a privacy- and trust-oriented approach.
- Security-first instincts, including awareness of social engineering targeting crypto users and never requesting a seed phrase.
- Ability to operate with ambiguity and build processes as the first hire in a new function.
- Flexibility for evening and weekend availability to support global members.
Nice to Have
- Experience serving high-net-worth clients at an exchange or brokerage.
- Hands-on experience with Zendesk and AI support tooling.
- Fluency in multiple languages.
- Active Phantom user with on-chain transaction history.
Compensation and Benefits
- Base salary: $75,000-$100,000 annually, plus equity and benefits.
- Eligibility for a performance bonus program.
- Medical, dental, and vision insurance fully covered.
- Remote work setup stipend.
- Flexible hours and unlimited vacation.
- 401(k) retirement plan.
- Wellness and daily lunch benefits.
Skills
Crypto, Self-Custody, Blockchain, Block Explorers, Transaction Tracing, Layer 2, Customer Success, Account Management, Zendesk, Ai Support Tools, In-App Messaging, Telegram, Discord, Security Awareness
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