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Salary: USD 154,200 - 192,800 / annual
Mercury is a fintech platform providing banking, treasury, and financial workflow solutions for startups and technology companies. They are seeking a Senior Customer Support Systems Administrator to join their Customer Support Operations & Strategy team.
In this role, you will serve as the technical backbone of Mercury's support infrastructure, ensuring systems are secure, reliable, and optimized for performance. As Mercury's Zendesk ecosystem and customer support tech stack grow in scope and complexity—particularly as the company moves toward a bank charter—this position is central to scaling, automating, and governing systems.
Key responsibilities include:
**Zendesk Administration:** Manage Mercury's Zendesk implementation, including intraday maintenance and strategic business growth support. Work alongside existing Systems Admins to maintain a cohesive, consistent Zendesk ecosystem. Develop and maintain comprehensive internal knowledge bases for Zendesk configuration and procedures. Generate, analyze, and report on Zendesk metrics to guide customer service improvements. Regularly 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 (WFM, QA tooling, Notion, Guru, Slack, Okta, etc.). Implement, monitor, and maintain system security protocols to protect sensitive data. Manage prioritization and delivery within sprint cycles, tracking progress and ensuring timely task completion.
**Systems & Automation Strategy:** Stay informed on new features and releases from Zendesk and other CS tools, evaluating new apps or integrations for efficiency gains. Proactively identify opportunities to automate workflows and processes, with particular focus on AI solutions to improve agent efficiency and reduce backend work. Surface cost-saving and time-saving opportunities, including 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 ensure compliance with relevant regulations. Partner with Risk and Compliance stakeholders to identify and minimize regulatory risk within Zendesk configuration and permissions.
**Collaboration & Support:** Participate in ad hoc Zendesk support requests from customer-facing teams (CS, Risk, Disputes, Partnerships). Serve as the go-to technical expert, providing guidance and training. Act as primary partner to engineering teams. Collaborate with business teams on process improvements, change control, and project updates.
**Continuous Improvement:** Stay current with industry trends and best practices. Lead initiatives that simplify and improve experiences for customers, agents, and the business.
**Requirements:**
- 3–5 years of hands-on Zendesk Administrator experience with strong platform knowledge
- 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 identifying 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 customer and agent experience
**Ideal Candidate Will Also Have:**
- Experience operating in a regulated environment (banking, fintech, or other regulated industry), including documenting 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
About Mercury
Fintech — banking, treasury, and financial workflow platform for startups and technology companies.
