Support Specialist

Zocks Communications, Inc.; Denver, Northern (CO, KY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Unlimited PTO

Health insurance

Dental & Vision

401(k) matching

Equity opportunity

MacBook + tools

Job summary

Zocks Communications, Inc. is hiring for a hybridSupport role in Denver. You will troubleshoot complex issues on the Zocks AI platform via video, phone, chat, and email, while driving user adoption and gathering feedback to shape product and engineering work.

The role requires 2–5 years in a client-facing setting and a passion for applying AI tools to real-world problems. You will mentor users, ensure data privacy, and uphold a high standard of communication.

Qualifications

• 2-5 years in a client-facing role, preferably in a high-growth startup.
• Proven ability to troubleshoot technical issues and leverage AI tools.
• Prompt engineering experience is a plus.
• Familiar with the Advisor Tech Stack (Wealthbox, Redtail, Orion) and regulatory requirements of financial services.
• Experience with Intercom, workflows, bots, or inbox management.
• Experience with API integrations or configuring technical product connections.

Responsibilities

• Become a power-user of the Zocks AI platform to troubleshoot complex issues via video, phone, chat, and email.
• Actively identify opportunities to teach users about features for maximum value.
• Channel deep user insights back to product and engineering teams to shape the future of Zocks.
• Maintain a high bar for clear, empathetic verbal and written communication.

Skills

Client-facing experience

Troubleshooting skills

AI tools

Prompt engineering

API integrations

Intercom workflows

Tools

Wealthbox

Redtail

Orion

Intercom

Job description

Apply by August 1, 2026 | $70,000 - $80,000K base + equity

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.

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

This is not a typical support "ticketing" role. For you, tech is a passion both personally and professionally. The support team holds itself to an unwavering standard of excellence. We don't take shortcuts, abiding by guidelines that are clear, fair, and firm. We care deeply about the quality of every single user experience and feel a personal responsibility for our users' success. You are a relationship-builder and a master problem-solver who will serve as a member of our Solutions Delivery team.

Expert Troubleshooting: Become a power-user of the Zocks AI platform to patiently troubleshoot complex issues via video, phone, chat, and email.

Drive Adoption: Actively identify opportunities to teach users about features they haven’t discovered yet, ensuring they get maximum value from the platform.

Voice of the Customer: Channel deep user insights and friction points back to our product and engineering teams to help shape the future of Zocks.

Commit to Excellence: Maintain a high bar for verbal and written communication that is clear, empathetic, and effective.

WHAT WE'RE LOOKING FOR

Who You Are in this Role

The Ultimate Host: You treat every user like a guest at your own table, bringing a warm, human relationship element to the "robot" problems we are solving.

RCA Fluent: Your first language is Root Cause Analysis. You don't just "close tickets"; you ensure the underlying issue is addressed and resolved completely so it doesn't return.

Resourceful & Detailed: You unfailingly exhaust every available resource before asking for help. When you raise your hand, you provide highly detailed context and a clear map of the troubleshooting steps you’ve already taken.

High Executive Function: You thrive in the ambiguity and pace of a startup. You have the judgment to recognize when you should make a decisive call independently and when a matter is sensitive enough to loop in leadership, always keeping the user’s experience as your North Star. You navigate uncharted territory with curiosity.

Technology Evangelist: You love diving into new systems and are passionate about how applied AI can change lives. You likely use AI tools in your personal life to optimize your own workflows.

Data Integrity Sentinel: You possess an uncompromising commitment to data privacy and security. You operate with a high level of discretion and care when handling sensitive PII (Personally Identifiable Information), navigating the complexities of the highly regulated FinTech space with a "security-first" mindset.

Requirements

Experience: 2-5 years in a client-facing role, preferably in a high-growth startup.

Technical Expertise: Proven ability to troubleshoot technical issues and a demonstrated passion for leveraging AI tools (prompt engineering experience is a plus).

Mindset: We are looking for teammates who are here for the long haul and are excited by growth opportunities at Zocks

Prior experience as a Paraplanner or Client Service Associate at a Financial Institution. You are familiar with the "Advisor Tech Stack" (e.g., Wealthbox, Redtail, Orion) and the regulatory requirements of the financial services industry

Experience with Intercom, including workflows, bots, or inbox management

Prompt engineering skills or experience designing and deploying custom AI bots

Comfort working with API integrations or configuring technical product connections

LOGISTICS

The details

Hybrid role - report to our Denver office at least 51% of working time

First 60 days are fully in-office

Shifts available Mon-Fri: 7am-4pm MT or 9am-6pm MT

Background and reference checks required as part of onboarding

30-min recruiter screen

Up to three 30-45-min video or onsite interviews

Offer pending references

Total estimated time: ~3 hours

COMPENSATION

Equity - we're all building this together

BENEFITS

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

11 paid holidays

Family

Birthing parent: 12 weeks fully paid parental leave

Non-birthing parent: 6 weeks fully paid parental leave

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

Visas: We are unable to sponsor work visas for this role, and you must be authorized to work in the United States.

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.