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.

Zeal

1 Open Position

Success Lead