Senior Customer Support Agent

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 with strong judgment, empathy, and process‑building chops. You will 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). You will own Reg E/EFTA disputes end‑to-end by gathering evidence, drafting customer communications, and liaising with our issuing bank/processor. You will identify patterns, and escalate appropriately, and recommend mitigations. Recommend and implement improvements in Zendesk, chat routing, macros, triggers, side‑conversations, and reporting; explore bots/LLM‑assisted replies where appropriate.