Support Manager - Hybrid, Equity Eligible

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

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