Phantom is hiring a Customer Support Specialist - Contractor

Phantom is hiring a Customer Support Specialist - Contractor to deliver fast and empathetic Level 1 live chat support for debit card and banking services. You will be the first point of contact for customers, resolving common issues, triaging more complex cases, and providing clear escalations.

What You'll Do

• Handle inbound live chats for debit card and banking topics including activation, PIN issues, card lock/unlock, balance inquiries, declines, merchant adjustments, card replacement, travel notices, and basic account verification.
• Use runbooks and decision trees to determine next steps; create clear internal notes with all required artifacts for Level 2 and partner teams.
• Guide customers through dispute intake under Regulation E/EFTA, collecting evidence and forms before handing off to investigators.
• Identify suspicious patterns such as account takeover signals or payment anomalies and escalate per policy.
• Propose updates to support macros, runbooks, and help center articles based on insights from chats; tag feedback for Product and Risk teams.
• Work efficiently in Zendesk or a similar platform, using shortcuts, macros, and tags to reduce handle time while maintaining quality.
• Deliver accurate, friendly, and brand-aligned written communications that meet quality assurance standards and style guidelines.

What We're Looking For

• 1–3+ years of experience in customer support for cards, banking, brokerage, or payments.
• Proven experience providing live chat support.
• Understanding of the card lifecycle (authorization vs. settlement), common decline reasons, charge timelines, and high-level banking rails like ACH and wires.
• Familiarity with KYC/AML basics, OFAC screening concepts, Regulation E dispute fundamentals, and secure handling of personally identifiable information (PII).
• Fluent and crisp English writing skills with excellent tone; typing speed of 50+ WPM with high accuracy.
• Organized troubleshooting approach, good judgment on when to escalate, and comfort operating with partial information.
• Proficiency with Zendesk or similar systems, documentation tools like Notion or Confluence, and basic reporting or QA workflows.

Nice to Have

• Experience at a top-tier financial services provider such as Fidelity or Robinhood, or with premium card programs.
• Cryptocurrency knowledge or past work with crypto products.
• Direct crypto support experience covering wallet basics, sending/receiving, fees/gas, and network differences like Solana and EVM.
• Exposure to card processors or sponsor banks like Marqeta, Galileo, or Lithic.

Technical Stack

• Zendesk
• Notion/Confluence

Benefits & Compensation

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

Work Mode

This is a global remote role.

We strongly encourage candidates of all different backgrounds to apply. We believe that our work is stronger with a variety of perspectives and are committed to building an inclusive, supportive place for you to do the best work of your career.