VIP Account Manager

Job Description

REQUIREMENTS

• 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.

RESPONSIBILITES

• 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.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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