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.