Success Lead at Zeal

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.