VIP Account Manager

About the role

Phantom is a remote, global crypto trading platform focused on open markets. You will be the first dedicated VIP Account Manager, owning VIP member relationships from onboarding through issue resolution and helping shape the program as it scales.

What you'll do

• Serve as the named contact for VIP members inside the in app messaging hub
• Own end to end member relationships, onboarding, proactive check ins, and issue follow through
• Handle high stakes situations such as compromised wallets and large transactions with urgency and discretion
• Triage and escalate by bringing in support, engineering, or leadership when needed
• Engage members across channels including in app chat, email, X, Telegram and Discord
• Help design, scale and sustain the VIP program including playbooks and response times

What they're looking for

• 4+ years in premium or VIP support, account management or customer success
• Deep crypto fluency with self custody, multiple chains, and transaction tracing
• Exceptional written communication, calm under pressure and discretion
• Security first mindset and awareness of social engineering risks in crypto
• Comfort with ambiguity and ownership as an early member of a new function
• Time zone flexibility due to global membership and non stop markets

For applicants in Nigeria

• The listing notes global remote work; Nigeria is not excluded by country; confirm your eligibility during interview
• Timezone expectations are global; some evening and weekend availability is part of the job
• The listing does not specify contractor vs employee status; confirm during interview