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

Who you are

You are a seasoned customer support professional with a strong background in financial services, ideally having worked with top-tier companies like Fidelity or Robinhood. You possess excellent judgment and empathy, which allows you to handle complex and sensitive customer issues effectively. Your experience in live chat support equips you with the skills to resolve issues in real time while maintaining a high level of professionalism and discretion. You understand the importance of security and privacy standards, especially when dealing with confidential information.

You thrive in a fast-paced environment and are passionate about continuously improving customer support processes. Your ability to coach and mentor teammates is a key strength, as you believe in fostering a collaborative and supportive team culture. You have a keen interest in the crypto ecosystem and are excited about the opportunity to work with innovative tools that enhance user experiences.

Desirable

Experience in the crypto space is a significant advantage, as it allows you to relate better to customers and understand their unique needs. Familiarity with debit card and banking issues, such as card activation and transaction disputes, will enable you to provide exceptional support. You are adaptable and open to learning new technologies and processes that can improve customer interactions.

What you'll do

In this role, you will lead best-in-class live chat support for debit cards and banking, ensuring that customers receive timely and effective assistance. You will be responsible for resolving complex issues related to card activation, PIN management, and transaction authorizations. Your expertise will help you navigate sensitive situations with care and professionalism, ensuring customer satisfaction.

You will coach and mentor your teammates, sharing your knowledge and best practices to enhance the overall performance of the support team. Continuous improvement is a core aspect of your role, and you will actively seek feedback from customers and team members to identify areas for enhancement in the support process.

You will also collaborate closely with other departments to address customer concerns and improve product offerings. Your insights will be valuable in shaping the customer support strategy and ensuring that it aligns with the company's mission to revolutionize the crypto ecosystem.

What we offer

Phantom offers a dynamic work environment where innovation and creativity are encouraged. As a remote team member, you will have the flexibility to work from anywhere in the United States while contributing to a mission-driven company. We value your contributions and are committed to providing the resources and support you need to succeed in your role.

You will have opportunities for professional growth and development, with access to training and mentorship programs. Our team is passionate about building a supportive culture where everyone can thrive and make a meaningful impact in the crypto space. Join us in shaping the future of finance and empowering users with cutting-edge solutions.