VIP Account Manager

As the VIP Account Manager at Phantom, you are the first dedicated hire for a new invite-only VIP program that gives the platform's most active users a real relationship with Phantom through in-app messaging, enhanced support, and exclusive experiences. You own these relationships end to end: welcoming new members, resolving issues personally, escalating to support and engineering when needed, and staying with each case until it closes. You will help shape the playbook for the team as the program scales toward round-the-clock coverage, working closely with the VIP program lead, support, marketing, product, and design.

What you'll do

• Be the personal, named contact for VIP members in the in-app messaging hub
• Own member relationships end to end: onboarding and welcome, proactive check-ins, and follow-through on every issue until it is resolved
• Handle high-stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion
• Triage and escalate by bringing in support agents, engineering, or leadership when a case warrants it, and own the communication back to the member
• Meet members where they are: in-app chat first, plus email, X, Telegram, and Discord
• Coordinate moments beyond support: welcome gifts, event experiences, and early access to new features
• Channel member feedback to product, build playbooks, and help define response time and satisfaction standards for the VIP team
• Help design and scale the program from a small founding cohort to thousands of members and eventually 24/7 coverage

What you bring

• 4+ years in premium or VIP support, account management, or customer success, ideally at a sports betting platform, crypto exchange, wallet, brokerage, or fintech app
• Deep crypto fluency: you understand self-custody and can navigate multiple chains, read a block explorer, trace a transaction, and distinguish an L2 gas issue from a bug
• Exceptional written communication that is warm, concise, and human, even under pressure
• Absolute discretion: for high-value users, privacy and trust are the product
• Security-first instincts: you know the social engineering patterns targeting crypto users and would never ask anyone for a seed phrase
• Comfort with ambiguity and ownership: you are the first hire in a new function and will build much of the process yourself
• Time zone flexibility: our members are global and markets do not close, so some evening and weekend availability is part of the job

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, or an active Phantom user with real on-chain history

What we offer

• Competitive salary of $75,000 to $100,000 plus equity
• Eligibility to participate in a performance bonus program
• Comprehensive insurance (medical, dental, vision) with 100% coverage
• Stipend for your ideal remote work setup including laptop, headphones, and any other work gear you need
• Flexible hours and a supportive remote environment
• Unlimited vacation
• 401(k) retirement plan
• Wellness benefit
• Daily lunch benefit

About Phantom

Phantom is a mobile wallet and markets app with 20M+ users, ranked #1 in Google Play's finance category. The platform connects users to global markets including perpetuals, prediction markets, tokenized assets, stablecoins, and more, with self-custody at its core. Phantom is backed by a $150M Series C from a16z, Sequoia Capital, and Paradigm, and partners with names like Hyperliquid, Stripe, Kalshi, and Visa.