Support Specialist

Zocks Communications, Inc.; Denver, Northern (CO, KY); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

FSA

Unlimited PTO

11 paid holidays

401(k)

MacBook laptop

Equity

Growth opportunities

Job summary

Zocks Communications, Inc. is seeking a Solutions Delivery support specialist in a hybrid Denver-first role. You will troubleshoot complex issues across video, phone, chat, and email, while actively teaching users to uncover platform value.

You will channel deep user insights back to product and engineering to shape future development, ensuring clear and empathetic communication throughout. The role emphasizes data privacy, regulatory awareness, and a customer-first mindset in a fast-growing

Qualifications

• Experience: 1-5 years in a client-facing role at a high growth early-stage startup.
• Technical Expertise: Proven ability to troubleshoot technical issues and a demonstrated passion for leveraging technology, including working with API integrations.
• Mindset: Customer-first service mindset in a fast-paced environment.
• Prior experience as Paraplanner or Client Service Associate at a Financial Institution and familiarity with Advisor Tech Stack (Wealthbox, Redtail, Orion).
• Demonstrated data protection mindset handling sensitive information and compliance-focused approach.

Responsibilities

• Expert Troubleshooting: become a power-user of the Zocks AI platform and troubleshoot complex issues via video, phone, chat, and email.
• Drive Adoption: teach users features they haven’t discovered to maximize platform value.
• Voice of the Customer: relay user insights to product and engineering to shape future development.
• Commit to Excellence: maintain clear, empathetic, and effective verbal and written communication.

Skills

Client-facing

API troubleshooting

Regulatory compliance

Data privacy

Intercom

Startup experience

Tools

Wealthbox

Redtail

Orion

Intercom

Job description

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: 1-5 years in a client-facing role at a high growth early-stage startup.
• Technical Expertise: Proven ability to troubleshoot technical issues and a demonstrated passion for leveraging technology, including working with API integrations.
• Mindset: We are looking for teammates who are passionate about user experience and who are dedicated to a customer-first service mindset.
• Mindset: Experience dealing with a high degree of ambiguity and navigating rapid changes.
• 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
• Demonstrated data protection mindset with experience handling sensitive, confidential, or proprietary information.
• Experience navigating regulatory environments with a compliance-focused mindset.
• Comfort working with API integrations or configuring technical product connections
• Experience with Intercom, including workflows, bots, or inbox management

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

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
• 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

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.