[Hiring] Senior Customer Support Systems Administrator @Mercury

Role Description

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. If you're excited about building creative solutions and making a tangible impact on customer & agent experience, we'd love to hear from you!

What You'll Do:

• 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.

Qualifications

• 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.

Requirements

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

Benefits

• Total rewards package includes base salary, equity (stock options/RSUs), and benefits.
• Highly competitive salary and equity ranges within the SaaS and fintech industry, updated regularly using reliable compensation survey data.
• Target new hire base salary ranges for this role:
  • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 — $192,800 USD.
  • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 — $173,500 USD.
  • Canadian employees (any location): $145,800 — $182,200 CAD.