VIP Account Manager

Our most active users deserve a relationship with Phantom, not a ticket queue. We are launching an invite only VIP program in app messaging with a real person, enhanced support, and exclusive experiences. You will be its first dedicated hire.

As a VIP Account Manager, you are the first point of contact for VIP members inside the app. You will own these relationships end to end: welcoming new members, resolving issues personally, pulling in support and engineering when a case needs them, and staying with it until it is closed. You will help shape the playbook for the team we build around you as the program scales toward round the clock coverage. You will work closely with the VIP program lead, support, marketing, product, and design.

RESPONSIBILITIES

- Be the personal, named contact for VIP members in our 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: bring 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 the moments beyond support: welcome gifts, event experiences, and early access to new features.

- Turn conversations into leverage: channel member feedback to product, build playbooks, and help define the 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.

QUALIFICATIONS

- 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, reading a block explorer, tracing a transaction, and telling an L2 gas issue apart from a bug.

- Exceptional written communication: 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 you 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.

- Nice to have: hands on experience with Zendesk and AI support tooling.

- Nice to have: fluency in more than one language, or an active Phantom user with real on chain history.

The target base salary for this role will range between $75,000 to $100,000 with the addition of equity and benefits. This is determined by a few factors including your skillset, prior relevant experience, quality of interviews and market factors at the point in time of offer.