Support Manager – Frontline Ops, Hybrid in Denver

Zocks Communications, Inc.; Denver, Northern (CO, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity grant

Hybrid work model

MacBook laptop + tools

Health benefits

Job summary

Zocks Communications, Inc. is seeking a Manager of Support in Denver to lead the frontline team serving thousands of financial advisors daily. You will hire, onboard, and scale the team, driving elite service levels and repeatable processes across cross-functional partners.

The role requires 1–3 years of direct people management experience and a servant leadership mindset. You’ll operate in a hybrid Denver environment with 3 days in the office and equity as part of the compensation.

Qualifications

• 1–3 years of direct people management experience (up to 5 years if coming from a team lead role)
• A servant leader mindset — you see the role as making your team successful
• Strong critical thinking and problem-solving skills — you can break down an issue, walk through your reasoning, and land on a clear next step
• Clear, direct communicator, especially under pressure — comfortable in fast-paced, operationally demanding environments
• Comfortable creating simple, clear processes as the team grows, and helping others adopt them without confusion
• A high commitment to candor and consistency in how you communicate with your team
• 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
• Experience administering Intercom (Fin) and ChiliPiper
• Experience creating knowledgebase documentation
• General care and discretion handling sensitive customer information
• Recent Support experience as an IC or Manager

Responsibilities

• Lead the frontline team that interfaces with thousands of advisors daily
• Manage Enterprise and SMB Support Specialists and a Support Team Lead
• Hire and onboard frontline teammates and scale processes
• Partner with Director of Support, Technical Support and Premium Support teams
• Own KPIs: CSAT, responsiveness, resolution metrics, ticket volume trends
• Oversee attendance, PTO, and daily assignment logic for support work

Skills

Critical thinking

Problem solving

Communication under pressure

Leadership presence

Servant leadership

Customer-focused

Team management

Adaptability

Tools

Intercom (Fin)

ChiliPiper

Job description

Zocks Communications, Inc. is seeking a Manager of Support in Denver to lead the frontline team serving thousands of financial advisors daily. You will hire, onboard, and scale the team, driving elite service levels and repeatable processes across cross-functional partners.

The role requires 1–3 years of direct people management experience and a servant leadership mindset. You’ll operate in a hybrid Denver environment with 3 days in the office and equity as part of the compensation.