VIP Account Manager

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

Benefits offered by this job

Competitive salary

Performance bonus

Medical/dental/vision insurance

Remote setup stipend

Flexible hours

Unlimited vacation

401(k)

Wellness benefit

Lunch benefit

Job summary

Phantom is seeking a VIP Account Manager to be the first point of contact for high-value members within the in-app messaging hub. You will own relationships end-to-end, from onboarding to resolution, coordinating with support, engineering, and leadership as needed.

You will engage across channels (in-app, email, X, Telegram, Discord) and help shape the VIP playbook, support process, and 24/7 coverage as the program scales for a global user base.

Qualifications

• 4+ years in premium or VIP support, account management, or customer success in fintech/crypto.
• Deep crypto fluency: self custody, multi-chain navigation, tracing transactions.
• Exceptional written communication: warm, concise, human, even under pressure.
• Absolute discretion for high-value users, privacy and trust are key.
• Security-first instincts: recognize social engineering patterns in crypto.
• Comfort with ambiguity and ownership: first hire in a new function.
• Time zone flexibility due to global member base and around-the-clock markets.
• Nice to have: experience with high-net-worth clients at an exchange/brokerage.
• Nice to have: experience with Zendesk and AI support tooling.
• Nice to have: fluency in multiple languages or active Phantom user with on-chain history.

Responsibilities

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

Skills

VIP support

Account management

Crypto fluency

Written communication

Discretion

Security mindset

Ambiguity ownership

Time zone flexibility

Multilingual

Tools

Zendesk

AI tooling

Job description

Phantom 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. Phantom partners with many of the most trusted and influential names in finance like Hyperliquid, Stripe, Kalshi and Visa, to make the most popular and innovative financial products accessible to everyone.

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 elevate: 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.

Opportunity

We are a team of experienced builders who started from a simple belief: crypto should be easy, beautiful, and available to everyone. That conviction has fueled our growth to 20M+ users, a #1 ranking in the Google Play Store finance category, and a product that consistently ranks among the top consumer technology platforms in the world.

There has never been a better time to work in crypto and at Phantom, you’ll help shape how tens of millions of people experience it every day.

• First impressions matter: Wallets are responsible for a users first impression with crypto and onboarding new users into crypto. By ensuring that a user has a great first-time experience with crypto, we can help supercharge the growth of the entire ecosystem.

• Make crypto easier to navigate: There is no easy way for a user to discover and navigate all that crypto has to offer. Wallets have a unique opportunity to help users not only onboard to crypto but also stay retained by exploring new things to do.

• We live in a multi-chain world: We currently support Solana, Ethereum, Polygon and Bitcoin with more networks to come in the new future. We are focused on creating a unified, multi-chain crypto experience for users.

Benefits

• Competitive salary and equity

• Eligibility to participate in performance bonus program

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

• Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need

• 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 benefit

• Daily lunch benefit

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.

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.