Customer Support Specialist

Phantom is seeking a Customer Support Specialist to deliver fast, empathetic Level 1 live chat support for debit cards and banking. You’ll be the first touch for customers—resolving common issues, triaging edge cases, and escalating clearly when needed. You will handle inbound chats for debit card and banking topics (activation, PIN, card lock/unlock, balance/limits, declines, merchant pending/adjustments, replacement, travel notices, address updates, name updates, basic account verification). Spot suspicious patterns (ATO signals, repeated declines, card present/not present anomalies) and escalate per policy. Propose updates to macros, runbooks, and help center articles based on chat learnings; tag feedback for Product and Risk. Work efficiently in Zendesk to reduce handle time while maintaining quality. Deliver accurate, friendly, brand‑aligned written communications; meet QA standards and style guidelines.