VIP Account Manager

Phantom
Anywhere
Workplace: RemoteFull timeUSD 75,000 - 100,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Written communication","Discretion","Security mindset","Ownership","Urgency handling"]

Be the first dedicated point of contact for VIP members inside the app, owning relationships end to end—from onboarding and proactive check-ins to resolving complex, high-stakes issues. Triage and escalate with support, engineering, or leadership as needed, while staying with cases until closure. Coordinate exclusive VIP moments beyond support and channel member feedback into product playbooks to scale toward round-the-clock VIP coverage.

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FursaFursa
Phantom
Phantom
1 day ago

VIP Account Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Be the first dedicated point of contact for VIP members inside the app, owning relationships end to end—from onboarding and proactive check-ins to resolving complex, high-stakes issues. Triage and escalate with support, engineering, or leadership as needed, while staying with cases until closure. Coordinate exclusive VIP moments beyond support and channel member feedback into product playbooks to scale toward round-the-clock VIP coverage.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Serve as the named contact for VIP members in the in-app messaging hub.
  • •Own VIP member relationships end to end, including onboarding, proactive check-ins, and issue follow-through.
  • •Handle high-stakes incidents (e.g., compromised wallets, missing funds, large transactions) with urgency and discretion.
  • •Triage and escalate with support/engineering/leadership and communicate back to the member until resolved.
  • •Coordinate VIP moments beyond support and use member feedback to build playbooks and define service standards as the program scales.

Pay and Benefits

Salary: USD 75,000 - 100,000 annually
Perks:Health InsuranceDentalVision401kWellness StipendMeal AllowanceRemote Work

Key Requirements

  • •4+ years in premium or VIP support, account management, or customer success, ideally in sports betting, crypto exchange, wallet, brokerage, or fintech.
  • •Deep crypto fluency, including self-custody concepts and the ability to trace transactions and diagnose issues.
  • •Exceptional written communication that stays warm, concise, and human under pressure.
  • •Absolute discretion and security-first instincts, including never asking for a seed phrase.
  • •Comfort with ambiguity and ownership as the first hire in a new function.
Experience:CryptoFintech
Skills:Written communicationDiscretionSecurity mindsetOwnershipUrgency handling
Tech Stack:ZendeskAI support toolingBlock explorer

Company Brief

Phantom
Phantom builds a user-friendly, self-custodial multichain crypto wallet for managing tokens, NFTs, swaps, and on‑chain interactions across Solana, Ethereum, Bitcoin and other networks—focused on mass adoption and consumer finance features.
Industry: Blockchain & Web3
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn