VIP Account Manager

Remote. Posted 2 months ago

The role

You will be the first dedicated hire for an invite only VIP program. You will own member relationships end to end by welcoming new members, resolving issues, and coordinating exclusive experiences.

What you will do

Be the personal, named contact for VIP members in our in-app messaging hub
Own member relationships end to end including onboarding and proactive check-ins
Handle high stakes situations such as compromised wallets and missing funds
Triage and escalate cases to support agents, engineering, or leadership
Meet members via in-app chat, email, X, Telegram, and Discord
Coordinate welcome gifts, event experiences, and early access to new features
Channel member feedback to product and build playbooks
Help design and scale the program toward 24/7 coverage

Required qualifications

4+ years in premium or VIP support, account management, or customer success
Deep crypto fluency including understanding self custody, navigating multiple chains, reading a block explorer, and tracing a transaction
Exceptional written communication
Absolute discretion
Security first instincts
Comfort with ambiguity and ownership
Time zone flexibility including some evening and weekend availability

Nice to have

experience serving high net worth clients at an exchange or brokerage
hands on experience with Zendesk and AI support tooling
fluency in more than one language
an active Phantom user with real on chain history

Benefits

Competitive salary and equity
Comprehensive insurance (medical/dental/vision): base plan 100% covered
Flexible hours and a long-standing, supportive remote environment
Unlimited vacation
401(k) retirement plan
Wellness stipend
Weekly meal stipend
Learning & Development stipend
Remote / WFH set-up stipend

About the company

Phantom is a remote company of around 180 people on a mission to connect the world to the freedom of open markets. The app is used by tens of millions of people to access global markets including perpetuals, prediction markets, tokenized assets, stablecoins and memes.