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. 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 Zeal 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. Originally posted on Himalayas