Senior Customer Support Systems Administrator

We're looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. In this role, you'll be the backbone of our support infrastructure - ensuring that our systems are secure, reliable, and always optimized for performance.

As Mercury's Zendesk ecosystem and CS tech stack continue to grow in scope and complexity - and as we move toward a bank charter - this role is increasingly central to how we scale, automate, and govern our systems.

Responsibilities

Zendesk Administration

• Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth
• Work alongside our existing team of Systems Admins to ensure our Zendesk ecosystem remains cohesive, consistent, and well-coordinated as our footprint grows
• Develop and maintain an internal comprehensive knowledge base for our Zendesk configuration & procedures
• Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies
• Regularly audit for gaps & efficiencies, lead projects to improve or expand our setup based on findings

Tools & Technology

• Help oversee the configuration, maintenance, performance, and optimization of the general CS tech stack (e.g. WFM & QA tooling, apps, company tools - Notion, Guru, Slack, Okta etc.)
• Implement, monitor, and maintain system security protocols to protect sensitive data
• Manage the prioritization and delivery within sprint cycles; updating tasks, tracking progress, and ensuring timely completion of tasks

Systems & Automation Strategy

• Stay closely in the loop on new features and releases from Zendesk and other CS tools, and evaluate new apps or integrations that could create efficiency across customer-facing teams
• Proactively identify opportunities to automate workflows and processes, with a particular focus on leveraging AI solutions to make agents more efficient, help us serve customers faster, and reduce tedious backend work
• Surface cost-saving or time-saving opportunities for backend processes, including working with Mercury's broader IT team to develop a stronger integration between CS tools and Okta

Compliance & Regulatory Risk

• As Mercury approaches its bank charter, create, formalize, and document Admin processes and controls within Zendesk to help ensure compliance with relevant regulations
• Partner with Risk and Compliance stakeholders to identify and minimize regulatory risk within our Zendesk configuration and permissions structure

Collaboration & Support

• Take part in "firefighting" duties, fielding and resolving ad hoc Zendesk support requests from users across all customer-facing teams - not just CS, but teams like Risk, Disputes, and Partnerships as well
• Serve as the go-to technical expert, providing guidance and training both in partnership with L&D and through direct engagements
• Primary partner to engineering teams; ensuring Zendesk is continuously improving internally
• Collaborate with business teams on process improvements, change control, and project status updates

Continuous Improvement

• Stay current with industry trends and best practices, bringing a voice and point of view to our strategic programs
• Lead initiatives that simplify and improve the experience for customers, agents, and the business

Requirements

Technical Expertise

• 3-5 years of hands-on Zendesk Administrator experience; demonstration of strong knowledge of the Zendesk platform
• Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar)
• Experience integrating Zendesk across a company's tech stack
• Familiarity with AI-driven CS tools (e.g. AI chatbots/agents) and an interest in identifying automation opportunities within a support tech stack

Problem-Solving Skills

• Excellent troubleshooting and analytical skills; ability to quickly diagnose and resolve technical issues
• Proactive approach to identifying inefficiencies and crafting solutions

Collaboration & Communication

• Strong interpersonal skills and the ability to communicate technical concepts to non-technical team members
• Experience working in cross-functional teams and supporting a customer-centric culture
• Commitment to being a creative and strategic partner in designing the customer and agent experience at Mercury

The Ideal Candidate Will Also Have:

• Experience operating in a regulated environment (e.g. banking, fintech, or another regulated industry), including documenting processes and controls for compliance purposes
• Experience working with AI chatbot or conversational automation platforms
• Familiarity with other CS tools such as Fin, Guru, or Rippit