Senior Customer Support Systems Administrator - Mercury

Mercury is looking for a skilled System Administrator to join our Customer Support Operations & Strategy team. In this role, you will 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 continue to grow in scope and complexity—and as we move toward a bank charter—this role is central to how we scale, automate, and govern our systems.

What You'll Do

Zendesk Administration

• Manage our Zendesk implementation across intraday maintenance and strategic business growth initiatives.
• Work alongside our existing Systems Admins team to maintain a cohesive, consistent, and well-coordinated Zendesk ecosystem.
• Develop and maintain an internal comprehensive knowledge base for Zendesk configurations and operating procedures.
• Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies.
• Regularly audit for gaps and efficiencies, leading projects to improve or expand our setup based on findings.

Tools & Technology

• Help oversee configuration, maintenance, performance, and optimization of the 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; update tasks, track progress, and ensure timely completion.

Systems & Automation Strategy

• Stay current on new features and releases from Zendesk and other CS tools, evaluating integrations to create efficiency across customer-facing teams.
• Proactively identify opportunities to automate workflows and processes, with a focus on leveraging AI solutions to improve agent efficiency and reduce backend effort.
• Surface cost- and time-saving opportunities, partnering with IT to develop stronger integrations between CS tools and Okta.

Compliance & Regulatory Risk

• Create, formalize, and document Admin processes and controls within Zendesk to support compliance with relevant banking regulations.
• Partner with Risk and Compliance stakeholders to identify and minimize regulatory risk within our Zendesk configuration and permissions structure.

Collaboration & Support

• Participate in troubleshooting and support duties, fielding ad hoc Zendesk requests from across customer-facing teams (CS, Risk, Disputes, Partnerships).
• Serve as the go-to technical expert, providing guidance and training both in partnership with L&D and directly to teams.
• Partner with engineering teams to continuously improve internal Zendesk workflows.
• Collaborate with business teams on process improvements, change control, and project status updates.

What You Bring

• Technical Expertise: 3–5 years of hands-on Zendesk Administrator experience with deep platform knowledge; familiarity with system security, monitoring tools, and cloud infrastructure (AWS, Azure, etc.); experience integrating Zendesk across a modern tech stack; and familiarity with AI-driven CS tools (e.g., AI chatbots/agents).
• Problem-Solving: Excellent troubleshooting and analytical skills to quickly diagnose and resolve technical issues, combined with a proactive approach to identifying system inefficiencies.
• Collaboration & Communication: Strong interpersonal skills with the ability to explain complex technical concepts to non-technical stakeholders and partner cross-functionally.

Nice to Have

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