Manager, Support

WHAT YOU'LL DO:

Our Denver team is growing! 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:

• 1–3 years of direct people management experience (up to 5 years if coming from a team lead role) — ideally your first or second step into people leadership, and excited to take that next step
• A servant leader mindset — you see the role as making your team successful
• Strong critical thinking and problem-solving skills — you can break down an issue, walk through your reasoning, and land on a clear next step
• Clear, direct communicator, especially under pressure — comfortable in fast-paced, operationally demanding environments (restaurants, retail, startups, SaaS, or similar)
• Comfortable creating simple, clear processes as the team grows, and helping others adopt them without confusion
• A high commitment to candor and consistency in how you communicate with your team
• 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
• General care and discretion handling sensitive customer information
• Recent Support experience as an IC or Manager