Senior Customer Support Systems Administrator

We’re looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. You’ll be the backbone of our support infrastructure—ensuring systems are secure, reliable, and optimized for performance as Mercury’s Zendesk ecosystem and CS tech stack grow and we move toward a bank charter.

Responsibilities

• Zendesk Administration
  • Manage our Zendesk implementation, handling intraday maintenance and supporting strategic business growth.
  • Collaborate with existing Systems Admins to keep the Zendesk ecosystem cohesive and well‑coordinated.
  • Develop and maintain an internal knowledge base for Zendesk configuration and procedures.
  • Generate, analyze, and report on Zendesk metrics to guide customer service improvements.
  • Audit for gaps and efficiencies, leading projects to improve or expand the setup.
• Tools & Technology
  • Oversee configuration, maintenance, performance, and optimization of the broader CS tech stack (e.g., WFM & QA tooling, Notion, Guru, Slack, Okta).
  • Implement, monitor, and maintain system security protocols to protect sensitive data.
  • Manage prioritization and delivery within sprint cycles, updating tasks and tracking progress.
• Systems & Automation Strategy
  • Stay informed on new features and releases from Zendesk and other CS tools; evaluate new apps or integrations for efficiency.
  • Identify automation opportunities, especially leveraging AI to make agents more efficient and reduce backend work.
  • Surface cost‑saving or time‑saving opportunities and work with Mercury’s broader IT team to strengthen integration with Okta.
• Compliance & Regulatory Risk
  • Create, formalize, and document admin processes and controls within Zendesk to support compliance as Mercury approaches its bank charter.
  • Partner with Risk and Compliance stakeholders to minimize regulatory risk in Zendesk configuration and permissions.
• Collaboration & Support
  • Handle “firefighting” duties and resolve ad‑hoc Zendesk support requests from all customer‑facing teams.
  • Serve as the go‑to technical expert, providing guidance and training in partnership with L&D and directly with teams.
  • Primary partner to engineering teams, ensuring continuous internal improvement of Zendesk.
  • Collaborate with business teams on process improvements, change control, and project status updates.
• Continuous Improvement
  • Stay current with industry trends and best practices, contributing a voice to strategic programs.
  • Lead initiatives that simplify and improve the experience for customers, agents, and the business.

Requirements

• 3–5 years of hands‑on Zendesk Administrator experience with strong knowledge of the 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 interest in automation opportunities.
• 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 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.

Preferred Qualifications

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

Pay

Target new‑hire base salary ranges:

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 — $192,800 USD
• US employees outside those metros: $138,800 — $173,500 USD
• Canadian employees (any location): $145,800 — $182,200 CAD

Benefits

The total rewards package includes a competitive base salary, equity (stock options/RSUs), and a comprehensive benefits suite. Compensation is regularly benchmarked against SaaS and fintech industry data, with offers based on experience, expertise, geographic location, and internal pay equity.