VIP Account Manager

Role overview A founding account management role on a new invite-only VIP program inside a popular consumer crypto wallet application. The position is the first dedicated hire and will own end-to-end relationships with high-value members of a multi-chain self-custody product, defining the playbook for a team that will eventually scale to round-the-clock coverage across global markets.

Responsibilities - Serve as the named point of contact for VIP members inside an in-app messaging hub, from onboarding through ongoing check-ins and issue resolution. - Handle high-stakes situations such as compromised wallets, missing funds, and large transactions with urgency, precision, and discretion. - Triage and escalate cases to support, engineering, or leadership as needed while owning all member-facing communication. - Coordinate across in-app chat, email, social channels, and community platforms to meet members wherever they engage. - Coordinate welcome gifts, event experiences, and early access to new features as part of the broader VIP experience. - Channel member feedback into product, contribute to playbooks, and help define response time and satisfaction standards.

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, including self-custody concepts, multi-chain navigation, reading block explorers, tracing transactions, and distinguishing L2 gas issues from bugs. - Exceptional written communication that is warm, concise, and human even under pressure. - Absolute discretion and a security-first mindset, including familiarity with social engineering patterns targeting crypto users. - Comfort with ambiguity and ownership as the first hire in a new function. - Time zone flexibility, including some evening and weekend availability to serve a global, 24/7 user base.

Nice to have - Experience serving high-net-worth clients at an exchange or brokerage. - Hands-on experience with Zendesk and AI support tooling. - Multilingual fluency, or being an active user of the product with real on-chain history.

Benefits and work setup - Target base salary range of $75,000 to $100,000, plus equity and benefits. - Performance bonus eligibility. - Comprehensive medical, dental, and vision insurance fully covered. - Remote work stipend for laptop, headphones, and other gear. - Flexible hours within a long-standing supportive remote culture. - Unlimited vacation, 401(k) retirement plan, wellness benefit, and a daily lunch benefit.