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.

Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/zealot-success-lead-zeal