Support Specialist

Job Description

Job Description

The deadline to apply to this role is April 15th, 2026.

Location and Logistics:

This is a hybrid role. You must report to our Denver office at least 51% of your working time, and 100% of the time in your first 60 days of employment.

Ability to work one of the following shifts Monday - Friday:

7am-4pm MST

9am-6pm MST

Salary: $70,000-80,000 with a variable bonus based on company performance.

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

Interview Schedule: 30-minute initial call with our recruiter, and up to three 30-45-minute video or onsite interviews with members of our team, followed by an offer pending references. At least one interview will cover hypothetical support scenarios. The estimated interview time commitment is up to 3 hours.

Please note that, due to the nature of our work in the financial services industry, the selected candidate will be subject to background and reference checks as part of the onboarding process.

About Zocks AI

Zocks AI is revolutionizing the Financial Services industry with a groundbreaking AI platform. We're a fast-paced, venture-backed startup building a team of highly competent, collaborative, and adaptable professionals. We're looking for people who are excited to build from the ground up and set a new standard for customer success.

The Role & The Person:

The Role

This is not a typical "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 foundational member of our Solutions Delivery team.

Who You Are:

• 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.

What You'll Do:

• 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.

Requirements & Qualifications

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

Bonus Qualifications:

- Salesforce Certified Administrator

- Microsoft 365 Certified

- Dynamics 365 Administrator

- 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.

Benefits & Perks at Zocks

Health: 100% covered medical; 99% covered dental and vision.

Ownership: Significant equity grant—we are all building this together.

Variable Bonus: paid out annually based on performance.

Balance: Unlimited PTO to ensure you can rest and recharge.

Growth: Zocks offers a wide range of growth opportunities for teammates who demonstrate above average performance after their first 6 months of employment.

Apply today to be part of Zocks AI’s mission to transform the future of Financial Services! We are an equal opportunity employer and never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. At Zocks AI, we value diversity and believe it enhances our creativity, innovation, and overall success. We encourage all qualified people to apply.