VIP Account Manager (Crypto)

Location: Remote; some evening and weekend availability required to support global members and continuously operating markets.

Salary: $75,000–$100,000 base salary per year, plus equity and benefits.

Company

Phantom develops a self-custody, multi-chain crypto wallet and financial platform serving more than 20 million users.

What you will do

• Act as the personal, named contact for VIP members through in-app messaging, email, X, Telegram, and Discord.
• Own VIP relationships end to end, including onboarding, proactive check-ins, issue resolution, and follow-through.
• Handle compromised wallets, missing funds, large transactions, and other high-stakes situations with urgency and discretion.
• Triage and escalate cases to support, engineering, or leadership while owning communication with the member.
• Coordinate welcome gifts, event experiences, and early access to new features.
• Build feedback loops, support playbooks, service standards, and the operating model for a program scaling toward 24/7 coverage.

Requirements

• 4+ years of experience in premium or VIP support, account management, or customer success.
• Deep crypto fluency, including self-custody, multiple blockchain networks, block explorers, transaction tracing, and L2 gas issues.
• Exceptional written communication and strong discretion when supporting high-value users.
• Security-first approach, including awareness of crypto social-engineering patterns and never requesting a seed phrase.
• Comfort with ambiguity, ownership, and building processes as the first hire in a new function.
• Availability for some evening and weekend work is required because members and markets are global.

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 active Phantom use with real on-chain history.

Culture & Benefits

• Fully remote environment with flexible hours.
• Competitive salary, equity, and eligibility for a performance bonus.
• Medical, dental, and vision insurance fully covered.
• Remote-work setup stipend, wellness benefit, and daily lunch benefit.
• Unlimited vacation and a 401(k) retirement plan.