Senior Customer Support Agent (Cards & Banking, Live Chat) - Remote

Overview

Phantom is looking for a Senior Customer Support Agent to lead best-in-class live chat support for debit cards and banking. You’ll handle complex, sensitive issues in real time, coach teammates, and continuously improve how we support customers.

In Short

• Expert Live Chat Support for complex debit card and banking issues.
• Own Reg E/EFTA disputes end-to-end.
• Identify patterns in risk and fraud and recommend mitigations.
• Create and maintain runbooks and help content.
• Serve as a QA bar-raiser and mentor Tier 1 agents.
• Work with cross-functional teams on policy decisions.
• Recommend and implement improvements in support tools.

Requirements

• 4–7+ years in customer support for cards, banking, or payments.
• Familiar with card lifecycle and dispute flows.
• Working knowledge of KYC/AML and secure communications.
• Fluent in English with superb written communication skills.
• Strong troubleshooting and decision-making abilities.
• Proficiency with Zendesk and other support tools.
• History of collaborating with Product/Engineering teams.
• Crypto support experience is a plus.

Benefits

• Competitive salary and equity.
• Comprehensive insurance coverage.
• Stipend for remote setup.
• Flexible hours and a supportive remote environment.
• Unlimited vacation policy.
• 401(k) retirement plan.
• Monthly wellness and weekly meal benefits.
• Global off-sites.