Zealot success lead

Zeal is a self-custodial wallet for everyday life. We help people use crypto and stablecoins like money: to pay, save, earn, and move value freely, without intermediaries. We’re looking for a proactive, tech-savvy Zealot Success Lead to take full ownership of our support inbox and be the bridge between users, product, and engineering. What you’ll do

• Own our Intercom inbox

• Respond to user questions with clear, friendly and fast answers.

• Troubleshoot issues, ask the right follow-up questions, and guide users step-by-step.

• Keep conversation quality high while maintaining sensible response times.

• Triage & prioritise issues

• Categorise tickets in Intercom (bug / UX confusion / feature request / payment issue / etc.).

• Log and maintain tickets in Linear with clean, minimal, but precise descriptions.

• Spot patterns across tickets and flag emerging issues early (e.g. a release causing specific errors).

• Work tightly with Product & Engineering

• Reproduce bugs and gather all relevant context (screens, logs from users, device info, steps to reproduce).

• Push for resolutions: follow up with engineers and product managers, keep tickets moving, and close the loop with users.

• Give structured feedback from users that can influence product roadmap and priorities.

• Level up our support operations

• Create and maintain internal docs and simple playbooks for recurring issues.

• Improve and expand saved replies / macros in Intercom.

• Suggest process improvements so we can handle more users with the same or better quality.

• Be the user’s advocate

• Represent the user’s perspective in internal discussions.

• Challenge us when something is confusing or painful for users.

• Celebrate and share “voice of the user” insights with the team.

What matters most We don’t care about formal education or fancy titles. We care that you:

• Are reliable and show up consistently.

• Are kind to users, even under pressure.

• Are curious, ask questions, and learn fast.

• Are relentlessly proactive and hate leaving things half-done.

If you recognize yourself in this and want to help people use a self-custodial wallet in their daily life, we’d love to talk.

• Language

• Excellent written and spoken English. You write clearly, simply, and without fluff.

• You can adjust tone depending on the user (reassuring, direct, concise).

• Attitude

• Strong get-shit-done mindset: you move tickets forward, you don’t let them idle.

• Extremely proactive: you chase missing information, you follow up without being asked, you nudge teams when something is stuck.

• High ownership: if a user has a problem, you feel responsible until it’s solved.

• Skills & experience

• Experience in customer support or operations is a plus, especially for a tech product (fintech, SaaS, crypto, etc.), but not required.

• Comfortable using tools like Intercom, Linear (or similar ticket systems), and modern web apps.

• Able to understand and explain moderately technical concepts in simple language (e.g. wallets, transactions, PINs, error messages).

• Strong organisational skills: you can prioritise, keep multiple threads open, and not lose track.

• Analytical mindset: you can distinguish between one-off issues and systemic problems and communicate that clearly.

• Bonus points (nice to have, not mandatory)

• Interest in crypto/web3, self-custody, or fintech products.

• Experience working closely with engineers and product managers.

• Experience in a startup or high-tempo environment.