Support Specialist

Responsibilities

• Troubleshoot complex issues with the Zocks AI platform through video, phone, chat, and email.
• Identify opportunities to educate users about undiscovered features and drive platform adoption.
• Communicate user insights and friction points to product and engineering teams.
• Maintain clear, empathetic, and effective verbal and written communication.
• Perform root cause analysis and resolve underlying issues rather than simply closing tickets.
• Provide detailed troubleshooting context and steps when escalating issues.
• Exercise sound judgment in an ambiguous, fast-paced startup environment.
• Handle sensitive personally identifiable information with discretion and a security-first mindset.

Requirements

• 1–5 years of experience in a client-facing role at a high-growth, early-stage startup.
• Proven ability to troubleshoot technical issues.
• Experience working with API integrations.
• Passion for technology, user experience, and customer-first service.
• Ability to navigate ambiguity and rapid change.
• Strong written and verbal communication skills.
• Commitment to data privacy and security.

Nice-to-haves

• Experience as a paraplanner or client service associate at a financial institution.
• Familiarity with advisor technology platforms such as Wealthbox, Redtail, or Orion.
• Understanding of financial-services regulatory requirements and compliance-focused environments.
• Experience handling sensitive, confidential, or proprietary information.
• Experience configuring technical product connections and API integrations.
• Experience with Intercom, including workflows, bots, or inbox management.

Compensation and Logistics

• Base salary: $70,000–$80,000 annually.
• Equity provided.
• Hybrid role, reporting to the Denver office at least 51% of the time.
• First 60 days are fully in-office.
• Monday–Friday shifts: 7:00 a.m.–4:00 p.m. Mountain Time or 9:00 a.m.–6:00 p.m. Mountain Time.
• Background and reference checks are required.