VIP Account Manager

atPhantomRemoteNorth America Full-time Account ManagerMid-levelSenior$75k – $100k/year

Posted Sep 8

This is a fully remote position, open to applicants in North America.

📋 Description

• Act as the dedicated personal contact for VIP members using Phantom’s in-app messaging system.

• Manage VIP member relationships comprehensively, encompassing onboarding, welcoming, proactive check-ins, and follow-up on issues.

• Address high-stakes scenarios involving compromised wallets, missing funds, and significant transactions.

• Assess and escalate cases to support agents, engineering teams, or leadership while maintaining communication with the member.

• Assist members through various channels including in-app chat, email, X, Telegram, and Discord.

• Organize welcome gifts, event experiences, and provide early access to new features.

• Relay member feedback to the product team, develop playbooks, and help establish standards for response times and satisfaction.

• Create and expand the VIP program from an initial cohort to thousands of members, eventually achieving 24/7 service coverage.

• Work closely with the VIP program lead, support teams, marketing, product development, and design.

⛳️ Requirements

• A minimum of 4 years in premium or VIP support, account management, or customer success, preferably within a sports betting platform, crypto exchange, wallet, brokerage, or fintech application.

• Strong understanding of cryptocurrency, including self-custody, multiple chains, block explorers, transaction tracing, and differentiating L2 gas issues from bugs.

• Outstanding written communication skills: warm, concise, and personable, even in high-pressure situations.

• Complete discretion when dealing with high-value users.

• Security-oriented mindset, including the ability to recognize social engineering tactics aimed at crypto users and a commitment to never request a seed phrase.

• Comfortable with ambiguity and taking ownership as the inaugural hire in a new role.

• Flexible with time zones, including some evening and weekend availability.

• Preferred: experience working with high net worth clients at an exchange or brokerage.

• Preferred: practical knowledge of Zendesk and AI support tools.

• Preferred: proficiency in multiple languages or being an active Phantom user with real on-chain history.

• Must have authorization to work in the specified location.