VIP Account Manager
New
P
PhantomFintech / Crypto
Fully remote, some evening and weekend availability requiredFull-TimeMiddle
Salary$75,000 to $100,000 with the addition of equity and benefits
Apply NowOpens the employer's application page
Job Details
- Experience
- 4+ years
- Required Skills
- BlockchainCustomer SuccessZendeskAccount Management
Requirements
- 4+ years of experience in premium/VIP support, account management, or customer success.
- Industry experience at a crypto exchange, wallet, brokerage, sports betting platform, or fintech app.
- Deep crypto fluency: knowledge of self-custody, block explorers, transaction tracing, and L2 gas issues.
- Exceptional written communication skills, capable of maintaining a warm and professional tone under pressure.
- Absolute discretion when handling high-value user privacy and trust.
- Security-focused mindset with knowledge of common social engineering patterns targeting crypto users.
- Comfort with ambiguity and ability to build processes from scratch as a first hire.
- Ability to work flexible hours, including some evenings and weekends.
Responsibilities
- Act as the personal, named contact for VIP members in the in-app messaging hub.
- Manage member relationships end-to-end, including onboarding, welcome, proactive check-ins, and issue resolution.
- Handle high-stakes situations such as compromised wallets, missing funds, and large transactions with discretion and urgency.
- Triage and escalate cases to engineering, leadership, or support teams when necessary.
- Engage members across multiple channels including in-app chat, email, X, Telegram, and Discord.
- Coordinate VIP experiences such as welcome gifts, events, and early feature access.
- Channel member feedback into product improvements and help define team playbooks and standards.
View Full Description & ApplyYou'll be redirected to the employer's site
