Success Lead

This is a fully remote position, open to applicants in Poland.

📋 Description

• Manage the Intercom support inbox

• Provide prompt, clear, and friendly responses to user inquiries

• Diagnose issues, ask follow-up questions, and assist users through each step

• Organize and prioritize tickets within Intercom

• Accurately log and maintain tickets in Linear

• Detect patterns in tickets and highlight emerging issues

• Replicate bugs and collect screenshots, logs, device details, and reproduction steps

• Collaborate with engineers and product managers to expedite resolutions

• Ensure users are updated on their queries

• Gather structured user feedback to shape the product roadmap and priorities

• Develop and maintain internal documentation and playbooks

• Enhance saved replies and macros within Intercom

• Propose improvements to support processes

• Advocate for the user perspective in internal discussions and share insights from the user voice

⛳️ Requirements

• Exceptional written and verbal English skills

• Ability to write clearly, simply, and concisely; adapt tone to suit the user

• Strong determination to get things done

• Highly proactive; follows up and prompts teams as necessary

• Takes full ownership of user issues until resolution

• Previous experience in customer support or operations is advantageous, but not mandatory

• Comfortable using Intercom, Linear, or similar ticketing systems and modern web applications

• Capable of understanding and explaining moderately technical concepts simply, such as wallets, transactions, PINs, and error messages

• Strong organizational abilities and aptitude for prioritizing multiple tasks

• Analytical mindset to differentiate between isolated issues and systemic problems

• Interest in crypto/web3, self-custody, or fintech products is a plus

• Experience collaborating closely with engineers and product managers is a plus

• Background in a startup or fast-paced environment is a plus

🏝️ Benefits

• No formal education requirement

• Opportunity to assist individuals in using a self-custodial wallet in their daily lives