Support Specialist

WHAT YOU'LL DO

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

Your day-to-day

• 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.

WHAT WE'RE LOOKING FOR

Who You Are in this Role

• 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.

Requirements

• Experience: 1-5 years in a client-facing role at a high growth early-stage startup.
• Technical Expertise: Proven ability to troubleshoot technical issues and a demonstrated passion for leveraging technology, including working with API integrations.
• Mindset: We are looking for teammates who are passionate about user experience and who are dedicated to a customer-first service mindset.
• Mindset: Experience dealing with a high degree of ambiguity and navigating rapid changes.

Bonus qualifications

• 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
• Demonstrated data protection mindset with experience handling sensitive, confidential, or proprietary information.
• Experience navigating regulatory environments with a compliance-focused mindset.
• Comfort working with API integrations or configuring technical product connections
• Experience with Intercom, including workflows, bots, or inbox management