Customer Support Specialist - Contractor - Remote

Overview

Phantom is revolutionizing the way millions of people interact with the crypto ecosystem. Our self-custodial wallet offers a seamless, unified experience for managing accounts and tokens across Solana, Bitcoin, Ethereum, and Polygon, empowering users with a single, convenient solution.

In Short

• Deliver fast, empathetic Level 1 live chat support for debit cards and banking.
• Resolve common issues, triage edge cases, and escalate when needed.
• Handle inbound chats for various banking topics.
• Guide customers through dispute intake and collect necessary evidence.
• Spot suspicious patterns and escalate as per policy.
• Propose updates to internal documentation based on chat learnings.
• Work efficiently in Zendesk to reduce handle time.
• Deliver accurate and brand-aligned written communications.

Requirements

• 1–3+ years in customer support for cards, banking, brokerage, or payments.
• Understanding of card lifecycle and common decline reasons.
• Familiarity with KYC/AML basics and secure handling of PII.
• Excellent written communication skills and typing speed of 50+ WPM.
• Proficiency with Zendesk and documentation tools.
• Crypto support experience is a plus.

Benefits

• Competitive salary and equity.
• Comprehensive insurance (medical/dental/vision) — 100% covered.
• Stipend for remote set-up.
• Flexible hours and a supportive remote environment.
• Unlimited vacation policy.
• 401(k) retirement plan.
• Monthly wellness benefit.
• Weekly meal benefit.
• Global off-sites.