Senior Customer Support Systems Administrator

Mercury • Full-time • Remote (New York, New York, United States) • 1w ago

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

What you bring:

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

*While we've received approvals from the OCC and FDIC, Mercury today is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

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Total Rewards
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

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