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.