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