Senior Customer Support Systems Administrator

Mercury
San Francisco, New York, Canada, United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Troubleshooting","Analytical thinking","Communication","Collaboration","Process improvement"]

Own and optimize Mercury’s Zendesk ecosystem and customer support infrastructure, keeping implementations secure, reliable, and aligned as the footprint grows. Administer and continuously improve Zendesk configuration, knowledge base, and metrics, while overseeing integrations and automation across the CS tech stack (e.g., Okta and support tools). Lead compliance-focused admin processes as Mercury moves toward a bank charter, and partner with engineering and cross-functional teams to improve customer and agent experience.

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Mercury
Mercury
2 hours ago

Senior Customer Support Systems Administrator

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Job Summary

Own and optimize Mercury’s Zendesk ecosystem and customer support infrastructure, keeping implementations secure, reliable, and aligned as the footprint grows. Administer and continuously improve Zendesk configuration, knowledge base, and metrics, while overseeing integrations and automation across the CS tech stack (e.g., Okta and support tools). Lead compliance-focused admin processes as Mercury moves toward a bank charter, and partner with engineering and cross-functional teams to improve customer and agent experience.
Location: San Francisco, New York, Canada, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage Zendesk administration, including intraday maintenance, supporting growth, and maintaining consistency across the Zendesk ecosystem.
  • •Develop and maintain an internal knowledge base for Zendesk configuration and procedures, and generate Zendesk metrics to guide service strategy improvements.
  • •Oversee configuration, maintenance, and optimization of the CS tech stack (including integrations and tooling) and implement security protocols to protect sensitive data.
  • •Proactively identify automation opportunities, leveraging AI solutions to improve agent efficiency and reduce backend work; surface time- and cost-saving ideas in partnership with IT.
  • •Create and document Zendesk admin processes and controls to support compliance as Mercury approaches its bank charter, and provide go-to technical guidance and training.

Key Requirements

  • •3-5 years of hands-on Zendesk Administrator experience with 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.
  • •Experience troubleshooting and diagnosing technical issues, plus a proactive approach to identifying inefficiencies and solutions.
  • •Ability to communicate technical concepts to non-technical teams and collaborate cross-functionally to design a customer/agent experience.
Experience:3-5 years
Skills:TroubleshootingAnalytical thinkingCommunicationCollaborationProcess improvement
Languages:En
Tech Stack:ZendeskWFMQA toolingNotionGuruSlackOktaAWSAzureAI chatbotsFinRippit

Company Brief

Mercury
Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn