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

Phantom

2d•Remote

About The Position

Phantom is looking for a Senior Customer Support Agent to lead best‑in‑class live chat support for debit cards and banking. You’ll handle complex, sensitive issues in real time, coach teammates, and continuously improve how we support customers. This role is ideal for a seasoned support professional from a top‑tier financial services team (e.g., Fidelity, Robinhood, premium card concierge programs, or equivalent) with strong judgment, empathy, and process‑building chops. Crypto experience is a major plus. Note: You’ll work on confidential, unreleased offerings. Professional discretion and adherence to security/privacy standards are required.

Requirements

Experience: 4–7+ years in customer support for cards, banking, brokerage, or payments; 2+ years handling complex live chat queues and/or concierge‑level service.
Domain Knowledge: Familiar with card lifecycle (auth/clearing/settlement), dispute/chargeback flows, card network rules, and banking rails (ACH, wires, RTP).
Compliance Mindset: Working knowledge of KYC/AML, OFAC screening, Reg E disputes, PII handling, and secure communications.
Communication: Fluent, crisp English; superb written tone; 60+ WPM typing with high accuracy.
Critical Thinking: Strong troubleshooting, pattern recognition, and decision‑making under time pressure; can navigate ambiguity and incomplete data.
Systems: Proficiency with Zendesk (or similar), CRM/CSAT/QA tooling, fraud/risk consoles, and documentation platforms (e.g., Notion, Confluence).
Collaboration: History of partnering with Product/Eng to ship improvements based on support insights.

Nice To Haves

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).

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.