VIP Account Manager

About Phantom

Phantom is on a mission to connect the world to the freedom of open markets. Tens of millions of people use Phantom to access global markets that never close — including perpetuals, prediction markets, tokenized assets, stablecoins, and memes.

Phantom users 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 users 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. We partner with trusted names in finance like Hyperliquid, Stripe, Kalshi, and Visa.

We are ~180 people, fully remote, backed by a $150M Series C investment from a16z, Sequoia Capital, and Paradigm.

About the Role

Our most active users deserve a relationship with Phantom, not a ticket queue. We are launching an invite-only VIP program with in-app messaging, enhanced support, and exclusive experiences.

As the 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 needed, and staying with cases until closure. You will help shape the playbook for the team we build around you as the program scales toward round-the-clock coverage.

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 follow-through until resolution.

• Handle high-stakes situations (compromised wallets, missing funds, large transactions) with urgency, precision, and discretion.

• Triage and escalate: bring in support agents, engineering, or leadership when needed, and own communication back to the member.

• Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord.

• Coordinate 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 response time and satisfaction standards.

• 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: self-custody, multiple chains, block explorers, tracing transactions, and distinguishing L2 gas issues from bugs.

• Exceptional written communication: warm, concise, and human, even under pressure.

• Absolute discretion: privacy and trust are the product for high-value users.

• Security-first instincts: aware of social engineering patterns; never ask for seed phrases.

• Comfort with ambiguity and ownership: first hire in a new function, building much of the process yourself.

• Time zone flexibility: global members, markets never close — some evening/weekend availability required.

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 more than one language, or active Phantom user with real on-chain history.

Why Work With Us

• Opportunity to shape how tens of millions of people experience crypto daily.

• Wallets are the first impression for new crypto users — you’ll help supercharge ecosystem growth.

• Make crypto easier to navigate: help users onboard and stay retained by exploring new opportunities.

• Multi-chain world: currently supporting Solana, Ethereum, Polygon, and Bitcoin, with more networks to come.

Benefits

• Competitive salary and equity.

• Eligibility for performance bonus program.

• Comprehensive insurance (medical/dental/vision) — 100% covered.

• Stipend for remote/WFH setup (laptop, headphones, gear).

• Flexible hours in a supportive remote environment.

• Unlimited vacation.

• 401(k) retirement plan.

• Wellness benefit.

• Daily lunch benefit.

Target base salary: $75,000–$100,000 + equity + benefits (based on skillset, experience, interview performance, and market factors).