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.

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• 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.

• 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).

• 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.

• 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.

• 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.

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.