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 Zeal ot 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