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.
Requirements
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.
Highlights
We are hiring a Success Lead to own support: run Intercom + Linear, unblock users fast, hunt bugs, push product/eng for fixes. Proactive, sharp English, zero drama, all action.
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