Manager, Support

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.