🕒 yesterday
As a Customer Support Analyst, you will provide expert support for our Enterprise B2B SaaS platform, ensuring high customer service standards and resolving technical issues efficiently.
Zealot success lead
📅 Nov 17, 2025
Customer SupportIntercomLinearTroubleshooting
📜 Description
- Own our Intercom inbox and respond to user questions with clear, friendly answers.
- Troubleshoot issues and guide users step-by-step through solutions.
- Triage and prioritize issues, categorizing tickets effectively.
- Log and maintain tickets in Linear with precise descriptions.
- Work closely with Product & Engineering to reproduce bugs and gather context.
- Create and maintain internal documentation and playbooks for recurring issues.
🛠️ Requirements
- Excellent written and spoken English, with the ability to adjust tone as needed.
- Strong get-shit-done mindset, moving tickets forward without letting them idle.
- Extremely proactive in chasing missing information and following up.
- Experience in customer support or operations for tech products is a plus.
- Comfortable using tools like Intercom and Linear.
Full job description
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.
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