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

Note: The job is a remote job and is open to candidates in USA. Phantom is revolutionizing the way millions of people interact with the crypto ecosystem through their self-custodial wallet. The Senior Customer Support Agent will lead live chat support for debit cards and banking, handling complex issues and coaching teammates to enhance customer support. 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. Skills • 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 • 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) Benefits • Competitive salary and equity • Comprehensive insurance (medical/dental/vision) — 100% covered • Stipend for your ideal remote set-up • Flexible hours and a supportive remote environment • Unlimited vacation: Take time when you need it (and we really mean it!) • 401(k) retirement plan • Monthly wellness benefit • Weekly meal benefit • Global off-sites Company Overview • Phantom is a crypto wallet that facilitates the buying, trading, and storing of cryptocurrencies, including NFTs and tokens. It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is https://phantom.com. Apply tot his job Apply To this Job