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

Note:The job is a remote job and is open to candidates in USA. Phantom is revolutionizing the way millions of people interact with the crypto ecosystem through their self-custodial wallet. TheSenior Customer Support Agent will lead live chat support for debit cards and banking, handling complex issues and coaching teammates to enhance customer support. Responsibilities• Expert Live Chat Support: Resolve complex debit card and banking issues (card activation, PIN, auth/decline reasons, merchant disputes, fraud holds, chargebacks, card replacement, travel advisories, ACH/wire/RTP, name/address verification, KYC/EDD escalations).• Investigations & Disputes: Own Reg E/EFTA disputes end‑to‑end; gather evidence, draft customer communications, liaise with our issuing bank/processor, monitor SLAs, and follow through to resolution. • Risk & Fraud Triage: Identify patterns (account takeovers, friendly fraud, mule activity), escalate appropriately, and recommend mitigations (3DS/step‑up, velocity controls, card reissue). • Process & Content: Create and maintain runbooks, macros, and help content; standardize workflows; propose automations and decision trees to reduce handle time and increase first‑contact resolution.• Quality & Coaching: Serve as a QA bar‑raiser; review chats/tickets, deliver feedback, mentor Tier 1 agents, and partner with Leads/Managers on training. • Cross‑Functional Partnering: Work with Product, Engineering, Risk/Compliance, and Operations on bug triage, policy decisions, and customer‑back input for roadmap. • Tooling & Automation: Recommend and implement improvements in Zendesk (or similar), chat routing, macros, triggers, side‑conversations, and reporting; explore bots/LLM‑assisted replies where appropriate.Skills• 4–7+ years in customer support for cards, banking, brokerage, or payments• 2+ years handling complex live chat queues and/or concierge‑level service• Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP)• Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications• Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy• Strong troubleshooting, pattern recognition, and decision‑making under time pressure; can navigate ambiguity and incomplete data• Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence)• History of partnering with Product/Eng to ship improvements based on support insights• Crypto support experience (self‑custody wallets, on‑chain transfers, stablecoins, fees/gas, EVM/Solana basics)• Experience with card processors or banking partners (e.g., Marqeta/Galileo/Lithic, sponsor banks)Benefits• Competitive salary and equity• Comprehensive insurance (medical/dental/vision) — 100% covered• Stipend for your ideal remote set-up• Flexible hours and a supportive remote environment• Unlimited vacation: Take time when you need it (and we really mean it!)• 401(k) retirement plan• Monthly wellness benefit• Weekly meal benefit• Global off-sitesCompany Overview• Phantom is a crypto wallet that facilitates the buying, trading, and storing of cryptocurrencies, including NFTs and tokens.It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 51-200 employees. Its website is Apply tot his job