Senior Customer Support Systems Administrator

<p>We're looking for a skilled System Administrator to join our Customer Support Operations &amp; Strategy team. In this role, you'll be the backbone of our support infrastructure - ensuring that our systems are secure, reliable, and always 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 increasingly central to how we scale, automate, and govern our systems. If you're excited about building creative solutions and making a tangible impact on customer &amp; agent experience, we'd love to hear from you!</p> <h3><strong>What You'll Do:</strong></h3> <ul> <li><strong>Zendesk Administration:<br></strong> <ul> <li>Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth</li> <li>Work alongside our existing team of Systems Admins to ensure our Zendesk ecosystem remains cohesive, consistent, and well-coordinated as our footprint grows</li> <li>Develop and maintain an internal comprehensive knowledge base for our Zendesk configuration &amp; procedures</li> <li>Generate, analyze, and report on Zendesk metrics to guide improvements in customer service strategies</li> <li>Regularly audit for gaps &amp; efficiencies, lead projects to improve or expand our setup based on findings</li> </ul> </li> <li><strong>Tools &amp; Technology</strong> <ul> <li>Help oversee the configuration, maintenance, performance, and optimization of the general CS tech stack (e.g. WFM &amp; QA tooling, apps, company tools - Notion, Guru, Slack, Okta etc.)</li> <li>Implement, monitor, and maintain system security protocols to protect sensitive data</li> <li>Manage the prioritization and delivery within sprint cycles; updating tasks, tracking progress, and ensuring timely completion of tasks</li> </ul> </li> <li><strong>Systems &amp; Automation Strategy</strong> <ul> <li>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</li> <li>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</li> <li>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</li> </ul> </li> <li><strong>Compliance &amp; Regulatory Risk</strong> <ul> <li