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Salary: USD 75,000 - 100,000 / annual
Phantom is a leading crypto wallet and trading platform with 20M+ users, ranked #1 in Google Play's finance category. The company is backed by a16z, Sequoia Capital, and Paradigm with $150M in Series C funding.
As the first VIP Account Manager, you will be the dedicated personal contact for Phantom's most active users through an invite-only VIP program. You'll own member relationships end-to-end: welcoming new VIP members, conducting proactive check-ins, resolving issues with urgency and discretion, and escalating to support, engineering, or leadership when needed.
Key responsibilities include managing high-stakes situations such as compromised wallets, missing funds, and large transactions; triaging and escalating cases while owning communication back to members; meeting members across in-app chat, email, X, Telegram, and Discord; coordinating special experiences like welcome gifts and early feature access; and channeling member feedback to shape product and support standards.
You will help design and scale the VIP program from a founding cohort to thousands of members with eventual 24/7 coverage. You'll work closely with the VIP program lead, support, marketing, product, and design teams.
Required qualifications: 4+ years in premium/VIP support, account management, or customer success at fintech, crypto, or trading platforms; deep crypto fluency including self-custody, multi-chain navigation, and block explorer literacy; exceptional written communication that is warm and human under pressure; absolute discretion for high-value users; security-first instincts and knowledge of social engineering patterns; comfort with ambiguity as a founding hire; and global time zone flexibility for evening/weekend availability.
Nice-to-have skills include experience with high-net-worth clients at exchanges, Zendesk and AI support tools, multilingual fluency, and active Phantom user status with on-chain history.
