VIP Account Manager

📋 Description

• 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
• Handle high stakes situations such as compromised wallets, missing funds, and large transactions
• Triage and escalate: bring in support agents, engineering, or leadership when a case warrants it
• 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

🎯 Requirements

• 4+ years in premium or VIP support, account management, or customer success, ideally at a sports
• Deep crypto fluency: understand self custody and navigate multiple chains, read a block explorer
• 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: know social engineering patterns targeting crypto users, never ask anyone
• Comfort with ambiguity and ownership: be the first hire in a new function and build much of the

🎁 Benefits

• Competitive salary and equity
• Eligibility for performance bonus program
• Comprehensive insurance (medical/dental/vision) - 100% covered
• Stipend for remote / WFH set-up
• Flexible hours and remote environment
• Unlimited vacation