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 handle inbound chats for debit card and banking topics such as card activation, PIN issues, card lock/unlock, balance inquiries, decline reasons, merchant adjustments, replacement requests, travel notices, address updates, and basic account verification. You will use runbooks and decision trees to determine the next steps for issue resolution and create internal notes with screenshots, logs, and merchant information for Level 2 or partner teams. You will also guide customers through dispute intake, collect evidence and forms, and set expectations for investigators. This role involves spotting suspicious patterns and escalating them according to policy, proposing updates to macros, runbooks, and help center articles based on chat learnings, and working efficiently in Zendesk to reduce handle time while maintaining quality.