Support Specialist

Responsibilities

• 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

• 2-5 years in a client-facing role, preferably in a high-growth startup.
• Proven ability to troubleshoot technical issues and a demonstrated passion for leveraging AI tools (prompt engineering experience is a plus).
• Teammates who are here for the long haul and are excited by growth opportunities at Zocks.

Nice-to-Haves

• Prior experience as a Paraplanner or Client Service Associate at a Financial Institution.
• Familiarity with the "Advisor Tech Stack" (e.g., Wealthbox, Redtail, Orion) and the regulatory requirements of the financial services industry.
• Experience with Intercom, including workflows, bots, or inbox management.
• Prompt engineering skills or experience designing and deploying custom AI bots.
• Comfort working with API integrations or configuring technical product connections.

Compensation & Benefits

• $70,000 - $80,000 base salary + equity.
• Medical: 100% of employee premium covered.
• Dental: 99% covered ($1,500 annual benefit).
• Vision: 99% covered ($150 frames & contacts allowance).
• FSA: Zocks matches dollar-for-dollar up to $500/year.
• Unlimited PTO, paid sick time, 11 paid holidays.
• 12 weeks fully paid parental leave (birthing parent); 6 weeks (non-birthing parent).
• 401(k) via Guideline with pre-tax and Roth options.
• MacBook laptop + Google Workspace, Slack, and Zoom provided.
• Equity grant.