Phantom is seeking a Senior Customer Support Agent specializing in Cards & Banking via Live Chat. You will lead best-in-class, real-time support for complex and sensitive financial issues. This role involves coaching teammates, refining processes, and requires high discretion for confidential offerings.
What You'll Do
- Resolve complex debit card and banking issues via live chat, including activation, disputes, fraud, and ACH/wire transfers.
- Own Reg E/EFTA disputes end-to-end; gather evidence, draft communications, and liaise with issuing banks.
- Identify and escalate risk and fraud patterns like account takeovers and recommend mitigations.
- Create and maintain runbooks, macros, and help content; standardize workflows and propose automations.
- Serve as a QA bar-raiser by reviewing chats, delivering feedback, and mentoring Tier 1 agents.
- Work cross-functionally with Product, Engineering, and Risk/Compliance on bug triage and policy decisions.
- Recommend and implement improvements in support tooling, chat routing, macros, and reporting.
What We're Looking For
- 4–7+ years in customer support for cards, banking, brokerage, or payments.
- 2+ years handling complex live chat queues or concierge-level service.
- Familiarity with card lifecycle, dispute flows, network rules, and banking rails (ACH, wires, RTP).
- Working knowledge of KYC/AML, OFAC screening, Reg E disputes, and secure PII handling.
- Fluent, crisp English with superb written tone and high typing accuracy (60+ WPM).
- Strong troubleshooting, pattern recognition, and decision-making under time pressure.
- Proficiency with Zendesk, CRM/CSAT/QA tooling, fraud consoles, and platforms like Notion.
- History of partnering with Product/Engineering to ship improvements based on support insights.
Nice to Have
- Crypto support experience with self-custody wallets, on-chain transfers, stablecoins, or EVM/Solana basics.
- Experience with card processors or banking partners (e.g., Marqeta, Galileo, Lithic).
Technical Stack
- Zendesk or similar ticketing system
- CRM, CSAT, and QA tooling
- Fraud and risk consoles
- Documentation platforms like Notion or Confluence
Team & Environment
You will partner with Leads and Managers on training and coaching Tier 1 agents.
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 position.
We’re committed to building an inclusive, supportive place for you to do the best work of your career.
