VIP Account Manager

About Phantom

Phantom is on a mission to connect the world to the freedom of open markets. Tens of millions of people globally use Phantom to access global markets that never close, including perpetuals, prediction markets, tokenized assets, stablecoins, and memes. Phantom users discover markets and cultural moments, building conviction through real-time data and verified performance of top traders. With self-custody and open network access, Phantom lets users control their financial moves in the same app they use to store or spend money worldwide.

Phantom has ranked #1 in Google Play’s finance category and consistently appears in the top 50 apps across all categories. Phantom partners with trusted names like Hyperliquid, Stripe, Kalshi, and Visa to make innovative financial products accessible to everyone.

The company has 180+ employees, operates fully remote, and has secured a $150M Series C investment from a16z, Sequoia Capital, and Paradigm.

Phantom is launching an invite-only VIP program in-app messaging with a real person, enhanced support, and exclusive experiences. This role is the first dedicated hire for this program.

Role Overview

As a VIP Account Manager, you will be the first point of contact for VIP members inside the app. You will own these relationships end-to-end, including welcoming new members, resolving issues personally, and ensuring cases are closed. You will collaborate closely with the VIP program lead, support, marketing, product, and design teams to shape the program’s playbook as it scales toward round-the-clock coverage.

Responsibilities

• Serve as the personal, named contact for VIP members in the in-app messaging hub.

• Own member relationships end-to-end: onboarding, proactive check-ins, and resolving every issue until completion.

• Handle high-stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion.

• Triage and escalate cases by bringing in support agents, engineering, or leadership when necessary, and maintain communication with members.

• Engage with members across multiple channels: in-app chat, email, X (Twitter), Telegram, and Discord.

• Coordinate beyond-support experiences, such as welcome gifts, event invitations, and early access to new features.

• Channel member feedback to product teams, build playbooks, and define response time and satisfaction standards for the VIP team.

• Help design and scale the VIP program from a small founding cohort to thousands of members, eventually achieving 24/7 coverage.

Qualifications

• 4+ years of experience in premium or VIP support, account management, or customer success, ideally in sports betting platforms, crypto exchanges, wallets, brokerages, or fintech apps.

• Deep crypto fluency, including understanding self-custody, navigating multiple chains, reading block explorers, tracing transactions, and distinguishing L2 gas issues from bugs.

• Exceptional written communication skills: warm, concise, and human, even under pressure.

• Absolute discretion, as privacy and trust are critical for high-value users.

• Security-first instincts, including recognizing social engineering patterns targeting crypto users and never asking for seed phrases.

• Comfort with ambiguity and ownership, as this is the first hire in a new function and much of the process will need to be built from scratch.

• Time zone flexibility, as members are global and markets operate 24/7.

• 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 active Phantom user experience with real on-chain history.

Why Work with Phantom

Opportunity

Phantom is a team of experienced builders who believe crypto should be easy, beautiful, and accessible to everyone. This conviction has driven their growth to 20M+ users, a #1 ranking in the Google Play Store finance category, and a product consistently ranked among the top consumer technology platforms.

There has never been a better time to work in crypto. At Phantom, you’ll help shape how tens of millions of people experience crypto daily.

• First impressions matter: Wallets are responsible for users' first impression with crypto. By ensuring a great onboarding experience, Phantom helps supercharge the growth of the entire ecosystem.

• Make crypto easier to navigate: There is no easy way for users to discover and navigate all that crypto has to offer. Wallets have a unique opportunity to help users onboard and retain interest in exploring new things.

• Multi-chain world: Phantom currently supports Solana, Ethereum, Polygon, and Bitcoin, with more networks coming soon. The focus is on creating a unified, multi-chain crypto experience for users.

Benefits

• Competitive salary and equity

• Eligibility for performance bonus program

• Comprehensive insurance (medical/dental/vision) — 100% covered

• Stipend for ideal remote/WFH setup (laptop, headphones, work gear)

• Flexible hours and supportive remote environment

• Unlimited vacation

• 401(k) retirement plan

• Wellness benefit

• Daily lunch benefit