[Hiring] VIP Account Manager @Phantom

Role Description

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
• 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 escalate: 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

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