Support Manager

Location: This role is an in-office position. You must be willing to work East Coast hours.

Salary: $100,000-$120,000 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 call with our recruiter, and up to three 30-45-minute calls with members of our team, followed by an offer pending references. At least one interview will cover 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 Us: We're Zocks AI, a venture capital-backed startup changing the world of financial services. Our platform helps Financial Service professionals focus on their clients, save time, and ultimately accelerate their business. We use AI to bridge human conversations with business systems, saving hundreds of hours per year for our customers. Our Leadership Team has experience from leading technology companies like eMoney Advisor, Riskalyze, Microsoft, Twilio, Ustream (acquired by IBM), and Hearsay Systems.

Why we're hiring for this role: 

Zocks AI is seeking a Support Manager to join our Solutions Delivery team and play a pivotal role in driving success for our Financial Services clients. This individual will be a problem-solver who thrives on tackling challenges across technical, workflow, and business domains. With a focus on delivering high-impact outcomes, you will help make our customers successful by responding to support inquiries and solving customer problems.

This role is perfect for someone who thrives leading customer-facing teams, with a strong passion for solving problems and delivering exceptional experiences.
**You must love working with customers and find joy in solving their most complex challenges.**

Key Responsibilities:

• Tier 1 Manager:
  • Act as the people manager and escalation point for the tier 1 support team.
  • Own the support systems implementation, managing weekly reporting, resourcing and SOP creation.
  • Work with leadership to create support KPIs and track them week over week.
• Technical Leadership:
  • Become a systems expert and help train support specialists.
  • Work with product and engineering teams to build new functionality to help the support team scale.
• Collaboration & Enablement:
  • Manage the support team to resolve complex customer issues.
  • Partner with cross-functional teams to identify product enhancement opportunities
  • Work with the Go To Market team to define customer specific onboarding and support plans resulting in an exceptional customer experience.

Preferred Candidate Profile:

• Thrives in a high-visibility, high-impact role and is comfortable managing competing priorities.
• Enjoys problem-solving across varying domains.
• Loves becoming a product expert.
• Relishes growing a team and empowering them to be successful.
• Is excited to learn about how AI is transforming financial services.

Required Skills and Qualifications:

• 4 years of experience in customer facing support role.
• 2 years with direct management experience.
• Strong technical aptitude.
• Experience with managing an Intercom implementation.
• Outcome-oriented mindset, capable of prioritizing tasks to meet client objectives.

Nice to Have:

• Familiarity with Financial Services workflows and compliance requirements.
• Technical experience with prompt engineering.
• Experience with CRMs such as Salesforce, Zoho, Redtail, Wealthbox.

Things that will be taught on the job:
Comprehensive knowledge of Zocks AI’s products and capabilities.

Our Values:

• Global, Remote, and Communication-Focused: Excellent communication is vital as a team spread across states and countries. We're united by our commitment toopen, transparent, and effective communication to keep us running smoothly.
• Results-Oriented: We're focused on achieving real impact, not empty words. We value outcomes over processes and believe in working efficiently to deliver meaningful results.
• Customer-Oriented: Our clients are at the heart of what we do. We're dedicated  to understanding and meeting their needs, offering a personalized experience, and building long-lasting relationships.
• Agile, Streamlined, and Low on Red Tape: We embrace a fast-moving culture where decisions happen quickly, and there's minimal red tape.
• Autonomous Execution: We operate like a team of athletes, each excelling in their own "events." Independence is valued, but the collective interdependence effort ensures our success when we come together for projects.

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.

Salary : $100,000 - $120,000