Senior Customer Support Systems Administrator

1 month ago
Full-time
Mid Level
Customer and Technical Support
Mercury

Mercury

Mercury provides online business banking solutions tailored for startups and small businesses, offering streamlined financial workflows and quick application processes to enhance operational efficiency.

Banks
251-1K
Founded 2017
$152M raised

Description

  • Manage and maintain Mercury’s Zendesk implementation as the business grows.
  • Document Zendesk configurations, procedures, controls, and internal knowledge resources.
  • Generate and analyze Zendesk metrics to guide customer service improvements.
  • Audit systems for gaps and efficiencies, then lead improvement and expansion projects.
  • Oversee configuration, maintenance, performance, security, and optimization of the customer support technology stack.
  • Prioritize and track work within sprint cycles, ensuring timely delivery.
  • Evaluate new tools, integrations, and AI-based automation opportunities.
  • Partner with IT, Engineering, Risk, and Compliance to improve integrations and reduce regulatory risk.
  • Provide technical support, troubleshooting, training, and guidance to customer-facing teams.
  • Lead initiatives that improve processes and experiences for customers, agents, and the business.

Requirements

  • 3–5 years of hands-on Zendesk Administrator experience with strong platform knowledge.
  • Experience integrating Zendesk with a company’s broader technology stack.
  • Knowledge of system security, monitoring tools, and cloud infrastructure such as AWS or Azure.
  • Familiarity with AI-driven customer support tools and automation opportunities.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Strong communication skills, including the ability to explain technical concepts to nontechnical audiences.
  • Experience working cross-functionally in a customer-centric environment.
  • Experience in a regulated industry, such as banking or fintech, including documenting compliance processes and controls (preferred).
  • Experience with AI chatbot or conversational automation platforms (preferred).
  • Familiarity with tools such as Fin, Guru, or Rippit (preferred).

Benefits

  • Base salary, equity through stock options or RSUs, and benefits.
  • US salary range of $154,200–$192,800 in New York City, Los Angeles, Seattle, and the San Francisco Bay Area.
  • US salary range of $138,800–$173,500 outside those locations.
  • Canadian salary range of $145,800–$182,200 CAD in any location.
  • Competitive compensation ranges informed by industry data, experience, location, and internal equity.

Interested in this position?

Apply directly on the company website

Apply Now

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