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Phantom · 1 day ago

Senior Customer Support Agent (Cards & Banking, Live Chat)

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Phantom is revolutionizing the way millions of people interact with the crypto ecosystem through its self-custodial wallet. They are seeking a Senior Customer Support Agent to provide expert live chat support for debit cards and banking, handling complex issues and coaching teammates to improve customer support processes.

BitcoinCryptocurrencyDecentralized Finance (DeFi)FinanceFinancial ServicesFinTechNon-Fungible Token (NFT)

Growth Opportunities

Responsibilities

Expert Live Chat Support: Resolve complex debit card and banking issues (card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations)

Investigations & Disputes: Own Reg E/EFTA disputes end‑to‑end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution

Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step‑up, velocity controls, card reissue)

Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first‑contact resolution

Quality & Coaching: Serve as a QA bar‑raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training

Cross‑Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer‑back input for roadmap

Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side‑conversations, and reporting; explore bots/LLM‑assisted replies where appropriate

Qualification

Customer support experienceLive chat supportKYC/AML complianceZendesk proficiencyCard lifecycle knowledgeTyping speedProcess buildingCrypto experienceCritical thinkingCollaborationCommunication skills

Required

4–7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge‑level service

Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP)

Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications

Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy

Strong troubleshooting, pattern recognition, and decision‑making under time pressure; can navigate ambiguity and incomplete data

Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence)

History of partnering with Product/Eng to ship improvements based on support insights

Preferred

Crypto support experience (self‑custody wallets, on‑chain transfers, stablecoins, fees/gas, EVM/Solana basics); experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks)