Remote VIP Crypto Account Manager

Phantom; United States; Remote; USD 75,000 - 100,000; Full time

Benefits offered by this job

Competitive salary and equity

Performance bonus program

Comprehensive insurance (medical/dent/

Job summary

Phantom is seeking a VIP Account Manager to be 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 seeing cases through to resolution.

You will help shape the playbook for the team, working with the VIP program lead, support, marketing, product, and design as the program scales toward round-the-clock coverage.

Qualifications

• 4+ years in premium or VIP support, account management, or customer success.
• Deep crypto fluency: understand self custody and navigate chains, block explorers, and transactions.
• Exceptional written communication: warm, concise, human, even under pressure.
• Absolute discretion: privacy and trust are essential for high value users.
• Security-first instincts: recognize social engineering and never ask for seed phrases.
• Comfort with ambiguity: you are the first hire in a new function and will shape processes.

Responsibilities

• Be the personal, named contact for VIP members in in-app messaging hub.
• Own member relationships end to end: onboarding, proactive check-ins, follow through on issues.
• Handle high-stakes issues like compromised wallets, missing funds, and large transactions with urgency and discretion.
• Triage and elevate: bring in support, engineering, or leadership when needed and communicate back to the member.
• Meet members where they are: in-app chat, email, X, Telegram, and Discord.
• Coordinate moments beyond support: welcome gifts, events, and early access to features.
• Translate conversations into product feedback, craft playbooks, and define response times and satisfaction standards.
• Help design and scale the program from a small founding cohort to thousands of members, and toward 24/7 coverage.

Skills

Premium support

Account management

Customer success

Crypto fluency

Written communication

Discretion

Security awareness

Time zone flexibility

Tools

Zendesk

AI support tooling

Job description

Phantom is seeking a VIP Account Manager to be 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 seeing cases through to resolution.

You will help shape the playbook for the team, working with the VIP program lead, support, marketing, product, and design as the program scales toward round-the-clock coverage.