Support Manager

We need to output HTML fragment with sections: About the role? The posting includes "THE OPPORTUNITY" and "WHO YOU ARE", "WHAT YOU'LL DO", "WHAT WE'RE LOOKING FOR", "LOGISTICS", "COMPENSATION", "BENEFITS". We need to use

for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. However we must map content to appropriate headings. The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we should use those exact headings? Probably we should use those headings where applicable. We need to include a section only when posting has real, specific content for it. So we need to decide which sections apply. We have: - About the role: could be the introductory paragraph about Zocks and the opportunity. That's "THE OPPORTUNITY" section. So we can use

About the role

and put that prose. - Responsibilities: "WHAT YOU'LL DO" section includes duties. So

Responsibilities

with list. - Requirements: "WHAT WE'RE LOOKING FOR" includes requirements (1-3 years people management etc). Also "Bonus qualifications". So we can have

Requirements

for mandatory requirements, and maybe

Qualifications

for bonus? But instruction says we can use Qualifications heading. We could put bonus qualifications under Qualifications. Or we could combine. Better to separate: Requirements (mandatory) and Qualifications (bonus). Also Skills maybe not needed. - Benefits: we have BENEFITS section with details. So

Benefits

. - Pay: we have COMPENSATION with salary range and equity. So

Pay

. - Schedule: we have LOGISTICS includes hybrid role, in-office 3 days per week, first 60 days fully in-office. So we can put Schedule. We should not include headings with filler. Ensure we preserve all substantive info. Remove boilerplate like EEO, etc. We need to output only HTML fragment, no /, no markdown fences. We need to use

• for any list of duties/requirements/benefits. For prose, use

  . We need to preserve all substantive information: details like "Reports to the Director, Support." etc. Let's extract content. **About the role** (THE OPPORTUNITY): Paragraphs: "Join a team that’s changing financial services Zocks is the #1 AI assistant for financial advisors. We help advisors automate their operational work and grow their business. 5,000+ firms use Zocks to turn client conversations into completed work. We're a venture-backed team, building something that changes how financial advisors serve their clients every day. Every role here is an opportunity to shape the product, the company, and the way an entire industry works. We hire sharp, curious, and kind people who want to do meaningful work and build something from the ground up, together." We can combine into a paragraph or multiple

  . Probably one

  with the whole text. **Responsibilities** (WHAT YOU'LL DO): Paragraph intro: "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." Then bullet list under Performance & Reporting, Operations Management, People Management. We need to convert those into

  • . The subheadings (Performance & Reporting, Operations Management, People Management) could be part of list items or separate headings? Since we only have h3 for sections, we can embed them as bold text inside li? But we should preserve content. Could make each bullet start with the heading as bold. Eg
  • 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.
  Similarly for Operations Management and People Management. We need to include all details. **Requirements** (WHAT WE'RE LOOKING FOR): List items: - 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 We could also include "Reports to the Director, Support." maybe under Logistics? Actually that is under LOGISTICS: "Reports to the Director, Support." We'll handle there. **Qualifications** (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 **Pay** (COMPENSATION): - $105,000 - $120,000 base salary - Equity - we're all building this together **Benefits** (BENEFITS): List items: - Health - Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, 2 plan options) - Dental: 99% covered - Guardian, $1,500 annual benefit - Vision: 99% covered - Guardian/VSP, $150 frames & contacts allowance - FSA: Zocks matches dollar-for-dollar up to $500/year - Time off - Unlimited PTO - Paid sick time - 11 paid holidays - Family - Birthing parent: 12 weeks fully paid parental leave - Non-birthing parent: 6 weeks fully paid parental leave - Financial - 401(k) via Guideline - Pre-tax and Roth options; low-cost Vanguard funds - Everything else - MacBook laptop + Google Workspace, Slack, and Zoom provided - Equity grant - details included as part of your offer - Growth opportunities for high performers after 6 months - Collaborative, low-ego culture with smart, kind teammates We need to format as list items; could nest but spec says use
  • for any list. Could have top-level
    with each benefit as
    • containing sub-details maybe as

      or

      . Simpler: each benefit as
      • with text containing details. **Schedule** (LOGISTICS): Content: - Reports to the Director, Support. - Hybrid role - in our Denver office a minimum of 3 days per week; consistent leadership presence is important to driving team culture. - First 60 days are fully in-office. - Background and reference checks required as part of onboarding. - Interview process - 30-min recruiter screen - Up to three 30-45-min video or onsite interviews - Offer pending references We should not include application instructions? The interview process is part of logistics; it's not exactly application instructions but it's part of the process. The instruction says remove application instructions. Interview process might be considered application instructions? It's part of the hiring process. Might be considered boilerplate? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Interview process could be considered application instructions. Safer to maybe include it? The instruction says remove application instructions. So we should exclude the interview process details. However we need to preserve ALL substantive information; but interview process is substantive? It's about hiring process. Might be considered application instructions. I'd lean to exclude it to follow instruction. But we could keep minimal like "Reports to the Director, Support." and hybrid details. The instruction says "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

        or drop it." Interview process maybe minor metadata; we could drop it. Let's drop the interview process lines. Thus Schedule section includes: - Reports to the Director, Support. - Hybrid role - in our Denver office a minimum of 3 days per week; consistent leadership presence is important to driving team culture. - First 60 days are fully in-office. - Background and reference checks required as part of onboarding. We'll put as

        • . Now ensure we don't repeat job title as heading. Not needed. Now produce HTML:

          About the role

          Join a team that’s changing financial services. Zocks is the #1 AI assistant for financial advisors. We help advisors automate their operational work and grow their business. 5,000+ firms use Zocks to turn client conversations into completed work. We're a venture-backed team, building something that changes how financial advisors serve their clients every day. Every role here is an opportunity to shape the product, the company, and the way an entire industry works. We hire sharp, curious, and kind people who want to do meaningful work and build something from the ground up, together.

          Responsibilities

          • 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.

          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,