VIP Account Manager at Phantom

Job description

Phantom phantom.com is on a mission to connect the world to the freedom of open markets. Tens of millions of people all over the world use Phantom to access global markets that never close, including perpetuals, prediction markets, tokenized assets, stablecoins and memes. Phantom users are able to discover the markets that matter and the cultural moments that shape them, building conviction through real-time data and the verified performance of top traders. With self-custody and access to open networks at its core, Phantom lets them control their financial moves in the same app they use to safely store or spend money worldwide. Phantom has reached #1 in Google Play's finance category and consistently ranks in the top 50 apps across all categories. Check out our Forbes Fintech 50 forbes.com and CNBC and Statista's World's Top Fintech Companies 2026 cnbc.com! We are around 180 people, fully remote, backed by a $150M Series C investment from a16z, Sequoia Capital and Paradigm. Our most active users deserve a relationship with Phantom, not a ticket queue. We are launching an invite only VIP program in app messaging with a real person, enhanced support, and exclusive experiences. You will be its first dedicated hire. As a VIP Account Manager, you are the first point of contact for VIP members inside the app. You will own these relationships end to end: welcoming new members, resolving issues personally, pulling in support and engineering when a case needs them, and staying with it until it is closed. You will help shape the playbook for the team we build around you as the program scales toward round the clock coverage. You will work closely with the VIP program lead, support, marketing, product, and design. RESPONSIBILITIES - Be the personal, named contact for VIP members in our in-app messaging hub - Own member relationships end to end: onboarding and welcome, proactive check-ins, and follow through on every issue until it is resolved. - Handle high stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion. - Triage and escalate: bring in support agents, engineering, or leadership when a case warrants it, and own the communication back to the member. - Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord. - Coordinate the moments beyond support: welcome gifts, event experiences, and early access to new features. - Turn conversations into leverage: channel member feedback to product, build playbooks, and help define the response time and satisfaction standards for the VIP team. - Help design and scale the program from a small founding cohort to thousands of members, and eventually 24/7 coverage. QUALIFICATIONS - 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: you understand self custody and can navigate multiple chains, reading a block explorer, tracing a transaction, and telling an L2 gas issue apart from a bug. - Exceptional written communication: warm, concise, and human, even under pressure. - Absolute discretion: for high value users, privacy and trust are the product. - Security first instincts: you know the social engineering patterns targeting crypto users, and you would never ask anyone for a seed phrase. - Comfort with ambiguity and ownership: you are the first hire in a new function and will build much of the process yourself. - Time zone flexibility: our members are global and markets do not close, so some evening and weekend availability is part of the job. - 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. The target base salary for this role will range between $75,000 to $100,000 with the addition of equity and benefits. This is determined by a few factors including your skillset, prior relevant experience, quality of interviews and market factors at the point in time of offer. Why Work With Us Phantom's journey to becoming a global trading app began with making crypto easier to use. Today, we’re building on that foundation to help people discover the markets that matter, make informed financial moves, and safely store or spend their money worldwide. Joining Phantom means helping shape that next chapter: building products that bring the freedom of open markets to more people. - Build for global impact: Create products used by tens of millions of people, making innovative financial markets more accessible to users around the world. - Make complexity feel simple: Solve meaningful challenges across design, engineering, and user experience to make discovering markets and managing money seamless. - Put users in control: Help build a future where people have greater freedom over their assets and financial decisions, with security and self-custody at the foundation. Benefits (only available to full-time employees) - Competitive salary and equity - Comprehensive insurance (medical/dental/vision): base plan 100% covered - Flexible hours and a long-standing, supportive remote environment - Unlimited vacation: Take time when you need it (and we really mean it!) - 401(k) retirement plan - Wellness stipend - Weekly meal stipend - Learning & Development stipend - Remote / WFH set-up stipend We strongly encourage candidates of all backgrounds to apply. We believe that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would make an impact at Phantom, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career. 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.

Requirements

Must-haves

We are around 180 people, fully remote, backed by a $150M Series C investment from a16z, Sequoia Capital and Paradigm.
Be the personal, named contact for VIP members in our in-app messaging hub
Own member relationships end to end: onboarding and welcome, proactive check-ins, and follow through on every issue until it is resolved.
Handle high stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion.
Triage and escalate: bring in support agents, engineering, or leadership when a case warrants it, and own the communication back to the member.
Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord.
Coordinate the moments beyond support: welcome gifts, event experiences, and early access to new features.
Turn conversations into leverage: channel member feedback to product, build playbooks, and help define the response time and satisfaction standards for the VIP team.
Help design and scale the program from a small founding cohort to thousands of members, and eventually 24/7 coverage.
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: you understand self custody and can navigate multiple chains, reading a block explorer, tracing a transaction, and telling an L2 gas issue apart from a bug.
Exceptional written communication: warm, concise, and human, even under pressure.
Absolute discretion: for high value users, privacy and trust are the product.
Security first instincts: you know the social engineering patterns targeting crypto users, and you would never ask anyone for a seed phrase.
Comfort with ambiguity and ownership: you are the first hire in a new function and will build much of the process yourself.
Time zone flexibility: our members are global and markets do not close, so some evening and weekend availability is part of the job.

Nice-to-haves

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.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto

Wellness