Manager, Support

Zocks; Denver, Northern (CO, KY); Hybrid; USD 105,000 - 120,000; Full time

Job summary

Zocks, a Denver-based AI assistant for financial advisors, seeks a Manager of Support to oversee the frontline team serving thousands of advisors daily. You will manage Enterprise and SMB Specialists, hire and onboard new teammates, and ensure the team scales with high-quality response and resolution standards.

This hybrid role reports to the Director of Support. Expect KPI ownership, cross-functional collaboration, and a commitment to exceptional user experience; in-office presence is required

Qualifications

• 2+ years of direct experience managing a client-facing team in a high-growth SaaS environment.
• Proven ability to create and scale processes and workflows.
• Strong writing and communication skills with candor and clarity.
• Security-first mindset aligned with wealth management requirements.
• Willingness to be in Denver office at least 3 days per week.

Responsibilities

• Lead and scale the frontline Support team (Enterprise and SMB) with a Team Lead.
• Own team KPIs, QA outcomes, and escalation reporting for frontline work.
• Oversee hiring, onboarding, and ongoing coaching for frontline teammates.
• Partner with Director of Support and cross-functional teams to improve processes.
• Ensure a high-touch, elite Support experience for advisors.

Skills

Team management

Process improvement

Communication skills

SaaS experience

Leadership

Tools

Intercom (Fin)

ChiliPiper

Job description

THE OPPORTUNITY

Join a team that’s changing financial services

Zocks is the #1 AI assistant for financial advisors. We help advisors automate their operational work and grow their business. 5,000+ firms use Zocks to turn client conversations into completed work.

We're a venture-backed team, building something that changes how financial advisors serve their clients every day. Every role here is an opportunity to shape the product, the company, and the way an entire industry works. We hire sharp, curious, and kind people who want to do meaningful work and build something from the ground up, together.

WHO YOU ARE

The SHARC in the room

At Zocks, we hire for SHARC - five qualities that define how our best people work and win together.

S - Sharp

You move fast without cutting corners. Quick decisions, thoughtful execution - you know when to act independently and when to loop in leadership.

H - Hungry

You're a self-starter who celebrates teammates as loudly as your own wins. Humble hustle is your default mode.

A - Adaptable

Startup life means things shift fast. You lean into change, pivot gracefully, and genuinely enjoy figuring out what's next.

R - Resilient

Building something new isn't always smooth. You bounce back stronger, see obstacles as puzzles, and never lose sight of the bigger picture.

C - Curious

You ask the questions others miss. You explore for fun, not just for work - and it shows in the quality of your thinking.

WHAT YOU'LL DO

As Manager of Support, you lead the frontline team that is the face of Zocks to thousands of advisors every day. You'll manage our Enterprise and SMB Support Specialists — supported by a Support Team Lead — and own the operational engine that keeps ticket volume, responsiveness, and resolution quality at the most elite standard in the industry.

You'll be our frontline team’s core operator: hiring and onboarding frontline teammates, predicting and managing volume, and maintaining the processes that let the team scale. You'll partner closely with the Director of Support, the Technical Support and Premium Support functions, and cross-functional teams to make excellent frontline Support repeatable.

Performance & Reporting

• Own and drive Support team KPIs: CSAT, responsiveness and resolution metrics, ticket volume trends, and subject-matter trends.
• Own and drive QA outcomes and Tier 1 escalation reporting for the frontline team.

Operations Management

• Manage attendance: in-office commitment, punctuality, and PTO.
• Predict ticket volume and proactively dictate the assignment logic of daily Support work assignments across the team.

People Management

• Serve as hiring manager for frontline Support teammates, facilitating the interview process end-to-end.
• Facilitate the onboarding curriculum for new Support teammates.
• Meet with teammates 1:1, deliver QA results, ensure teammates consistently perform above established thresholds, and provide guidance that bolsters career growth, goal attainment, and job satisfaction.

WHAT WE'RE LOOKING FOR

Requirements

• 2+ years of recent experience directly managing a client-facing team in a high-growth SaaS environment.
• Demonstrated record of creating and executing processes that scale.
• A gifted writer and communicator who is fluent in change-managing iterative team procedures and guidelines - you swiftly recognize a gap and close it with a clear, logical, easy-to-adopt process.
• A security-first approach calibrated to wealth management: you know how to protect clients' nonpublic personal information (NPI) and records in line with the obligations our RIA, broker-dealer, and bank customers carry - e.g., SEC Regulation S-P privacy requirements, FINRA/SEC books-and-records retention (Rule 17a-4), and the information-security and vendor-risk reviews these firms run on their partners.
• Clear, consistent communication skills and a high commitment to candor at all times.
• A hyper-index on service and user experience — the attitude that every user gets the most elite Support experience in the industry.
• Willingness to be in our Denver office a minimum of 3 days per week - leadership presence is important to driving team culture.

Bonus qualifications

• Experience administering Intercom (Fin) and ChiliPiper.
• Experience creating knowledgebase documentation.
• Wealth Management industry experience.
• Recent Support experience as an IC or Manager.

LOGISTICS

The details

• Reports to the Director, Support.
• Hybrid role - in our Denver office a minimum of 3 days per week; consistent leadership presence is important to driving team culture.
• First 60 days are fully in-office.
• Background and reference checks required as part of onboarding.

Interview process

• 30-min recruiter screen
• Up to three 30-45-min video or onsite interviews
• Offer pending references

COMPENSATION

• $105,000 - $120,000 base salary
• Equity - we're all building this together

BENEFITS

The full picture

Health

• Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, 2 plan options)
• Dental: 99% covered - Guardian, $1,500 annual benefit
• Vision: 99% covered - Guardian/VSP, $150 frames & contacts allowance
• FSA: Zocks matches dollar-for-dollar up to $500/year

Time off

• Unlimited PTO
• Paid sick time
• 11 paid holidays

Family

• Birthing parent: 12 weeks fully paid parental leave
• Non-birthing parent: 6 weeks fully paid parental leave

Financial

• 401(k) via Guideline - Pre-tax and Roth options; low-cost Vanguard funds

Everything else

• MacBook laptop + Google Workspace, Slack, and Zoom provided
• Equity grant - details included as part of your offer
• Growth opportunities for high performers after 6 months
• Collaborative, low-ego culture with smart, kind teammates

EQUAL OPPORTUNITY

Zocks AI is an equal opportunity employer. We never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, marital, veteran, or disability status. We believe diversity drives creativity, innovation, and success - and we encourage all qualified people to apply.

We may use AI tools to support parts of the hiring process. These tools assist our team but do not replace human judgment. Final hiring decisions are always made by humans.