VIP客户经理
VIP Account Manager
Phantom致力于将世界连接到开放市场的自由。数以千万计的人在全球使用Phantom访问永不关闭的全球市场，包括永续合约、预测市场、代币化资产、稳定币和表情包。Phantom用户能够发现重要的市场和塑造它们的文化时刻，通过实时数据和顶级交易者的验证表现建立信心。以自我托管和对开放网络的访问为核心，Phantom让他们在同一个应用中掌控自己的财务行动，该应用用于安全存储或在全球范围内消费资金。
Phantom在Google Play的金融类别中排名第一，并且在所有类别中持续位列前50名应用。Phantom与Hyperliquid、Stripe、Kalshi和Visa等金融领域最值得信赖和有影响力的名字合作，让最受欢迎和创新的金融产品人人可及。
我们大约有180人，全部远程办公，获得由a16z、Sequoia Capital和Paradigm提供的1.5亿美元C轮融资。
我们最活跃的用户值得与Phantom建立关系，而不是排队等待工单。我们正在推出一项仅限邀请的VIP计划，通过应用内消息与真人互动，提供增强支持和独家体验。你将是该计划的第一位专职员工。
作为VIP客户经理，你是应用内VIP成员的首要联系人。你将全程负责这些关系：欢迎新成员，亲自解决问题，当需要时引入支持和工程团队，并一直跟进直到问题解决。你将帮助制定团队的指南，随着计划扩展到全天候覆盖。你将与VIP计划负责人、支持团队、市场、产品和设计紧密合作。
## 职责
- 作为VIP成员在应用内消息中心的个人专属联系人
- 全程负责会员关系：注册和欢迎流程，主动跟进，以及处理每个问题直到解决
- 高风险情况处理，如钱包被入侵、资金丢失和大额交易，需迅速、精确和谨慎地处理
- 分类和升级：当案件需要时，引入支持代理、工程或管理层，并负责与会员沟通
- 在会员所在的地方进行沟通：首先通过应用内聊天，加上邮件、X、Telegram和Discord
- 协调超出支持范围的时刻：
查看英文原文
[Phantom](https://phantom.com) is on a mission to connect the world to the freedom of open markets. Tens of millions of people all over the world use Phantom to access global markets that never close, including perpetuals, prediction markets, tokenized assets, stablecoins and memes. Phantom users are able to discover the markets that matter and the cultural moments that shape them, building conviction through real-time data and the verified performance of top traders. With self-custody and access to open networks at its core, Phantom lets them control their financial moves in the same app they use to safely store or spend money worldwide.
Phantom has reached #1 in Google Play's finance category and consistently ranks in the top 50 apps across all categories. Phantom partners with many of the most trusted and influential names in finance like Hyperliquid, Stripe, Kalshi and Visa, to make the most popular and innovative financial products accessible to everyone.
We are around 180 people, fully remote, backed by a $150M Series C investment from a16z, Sequoia Capital and Paradigm.
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.
## **Why Work with Us**
#### **Opportunity**
We are a team of experienced builders who started from a simple belief: crypto should be easy, beautiful, and available to everyone. That conviction has fueled our growth to 20M+ users, a #1 ranking in the Google Play Store finance category, and a product that consistently ranks among the top consumer technology platforms in the world.
There has never been a better time to work in crypto and at Phantom, you’ll help shape how tens of millions of people experience it every day.
- **First impressions matter:** Wallets are responsible for a users first impression with crypto and onboarding new users into crypto. By ensuring that a user has a great first-time experience with crypto, we can help supercharge the growth of the entire ecosystem.
- **Make crypto easier to navigate:** There is no easy way for a user to discover and navigate all that crypto has to offer. Wallets have a unique opportunity to help users not only onboard to crypto but also stay retained by exploring new things to do.
- **We live in a multi-chain world:** We currently support Solana, Ethereum, Polygon and Bitcoin with more networks to come in the new future. We are focused on creating a unified, multi-chain crypto experience for users.
#### **Benefits**
- Competitive salary and equity
- Eligibility to participate in performance bonus program
- Comprehensive insurance (medical/dental/vision) — 100% covered
- Stipend for your ideal remote / WFH set-up: laptop, headphones, and any other work gear you may need
- Flexible hours and a long-standing, supportive remote environment
- Unlimited vacation: Take time when you need it (and we really mean it!)
- 401(k) retirement plan
- Wellness benefit
- Daily lunch benefit
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.
**We strongly encourage candidates of all backgrounds to apply.** We believe that our work is stronger with a variety of perspectives, and we’re eager to further diversify our company. If you have a background that you feel would make an impact at Phantom, please consider applying. We’re committed to building an inclusive, supportive place for you to do the best work of your career.
_By submitting your resume and application materials, you acknowledge and agree that Phantom Technologies, Inc. ("Phantom") collects and processes your personal information (including application materials, interview records, and related data) to evaluate your candidacy. Phantom may use AI-powered tools and third-party service providers for transcription, note-taking, scheduling, and other administrative tasks. Phantom does not sell your information and your materials will be handled securely and in accordance with applicable data protection laws._