VIP Account Manager - Phantom

Phantom is on a mission to connect the world to the freedom of open markets. Tens of millions of people worldwide use Phantom to access perpetuals, prediction markets, tokenized assets, stablecoins, and memes. We are around 180 people, fully remote, backed by a $150M Series C investment from a16z, Sequoia Capital, and Paradigm.

We are launching an invite-only VIP program featuring in-app messaging with a real person, enhanced support, and exclusive experiences. You will be its first dedicated hire.

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, coordinating with support and engineering, and staying with cases until they are closed. You will help shape the playbook for the team as the program scales toward 24/7 coverage.

Responsibilities

• Be the personal, named contact for VIP members in our in-app messaging hub.
• Own member relationships end to end: onboarding, proactive check-ins, and complete issue resolution.
• Handle high-stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion.
• Triage and escalate cases to support agents, engineering, or leadership when warranted, owning member communication throughout.
• Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord.
• Coordinate member experiences beyond support, including welcome gifts, event access, and early feature rollouts.
• Channel member feedback to product, build operational playbooks, and help establish VIP response time and satisfaction standards.
• Help design and scale the program from a founding cohort to thousands of members.

Qualifications

• 4+ years in premium or VIP support, account management, or customer success, ideally at a crypto exchange, wallet, brokerage, fintech app, or sports betting platform.
• Deep crypto fluency: clear understanding of self-custody, navigating multiple chains, reading block explorers, tracing transactions, and diagnosing L2 gas issues versus bugs.
• Exceptional written communication: warm, concise, and human under pressure.
• Absolute discretion regarding high-value user privacy and trust.
• Security-first instincts: familiar with crypto social engineering vectors, and strict adherence to security best practices.
• Comfort with ambiguity and ownership as the first hire in a new function.
• Time zone flexibility: availability for occasional evening and weekend shifts to support global markets.
• Experience serving high-net-worth clients at an exchange or brokerage is a plus.
• Hands-on experience with Zendesk and AI support tooling is a plus.
• Fluency in multiple languages or active on-chain Phantom history is a plus.

Benefits

• Competitive salary and equity compensation
• Eligibility for performance bonus program
• Comprehensive health, dental, and vision insurance (100% covered)
• Work-from-home setup stipend (laptop, headphones, and office gear)
• Flexible hours and supportive remote environment
• Unlimited paid time off (PTO)
• 401(k) retirement plan
• Wellness benefit
• Daily lunch benefit