Support Specialist

Zocks • Denver, CO

3d • $70,000 - $80,000 • Hybrid

About The Position

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.

Requirements

• 1-5 years in a client-facing role at a high growth early-stage startup.
• Proven ability to troubleshoot technical issues and a demonstrated passion for leveraging technology, including working with API integrations.
• Passionate about user experience and who are dedicated to a customer-first service mindset.
• Experience dealing with a high degree of ambiguity and navigating rapid changes.
• Treat every user like a guest at your own table, bringing a warm, human relationship element to the "robot" problems we are solving.
• Root Cause Analysis is your first language. You don't just "close tickets"; you ensure the underlying issue is addressed and resolved completely so it doesn't return.
• 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.
• 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.
• 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.
• 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.

Nice To Haves

• Prior experience as a Paraplanner or Client Service Associate at a Financial Institution.
• 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.

Responsibilities

• Become a power-user of the Zocks AI platform to patiently troubleshoot complex issues via video, phone, chat, and email.
• Actively identify opportunities to teach users about features they haven’t discovered yet, ensuring they get maximum value from the platform.
• Channel deep user insights and friction points back to our product and engineering teams to help shape the future of Zocks.
• Maintain a high bar for verbal and written communication that is clear, empathetic, and effective.

Benefits

• 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
• Unlimited PTO
• Paid sick time
• 11 paid holidays
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed