VIP Crypto Account Manager — Remote, Multi-Chain

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 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.