Senior Customer Support Systems Administrator

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.

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: