Senior Customer Support Systems Administrator

🔥 9 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $138.8k - $192.8k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Mercury

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

💳 Fintech

🏦 Banking

☁️ SaaS

Fintech • Banking • SaaS

Mercury is a software-driven fintech that provides business and personal banking products built for startups and small to mid-size companies. Its platform offers business checking and savings, Treasury products, business credit cards and spend management, payments and invoicing, accounting integrations and AI-powered automations, plus APIs and developer tools. Mercury partners with FDIC-insured banks to offer deposit protection, emphasizes virtual cards, granular spend controls, and workflow automations for teams, agencies, ecommerce brands, VC funds, and crypto businesses. The product is positioned as an all-in-one banking and finance platform delivered through a modern app and API.

📋 Description

• Manage the Zendesk implementation, including intraday maintenance and support during strategic business growth • Coordinate with Systems Administrators to maintain a cohesive Zendesk ecosystem • Develop and maintain an internal knowledge base for Zendesk configuration and procedures • Generate, analyze, and report Zendesk metrics to guide customer-service strategy improvements • Audit for gaps and efficiencies and lead improvement or expansion projects • Oversee configuration, maintenance, performance, and optimization of the customer-support technology stack • Implement, monitor, and maintain system security protocols • Manage sprint prioritization and delivery, track progress, and ensure timely task completion • Evaluate new Zendesk features, releases, applications, and integrations • Identify workflow automation opportunities, especially AI solutions • Develop cost- and time-saving backend processes with the broader IT team, including CS tools and Okta integration • Create, formalize, and document Zendesk administrative processes and controls for regulatory compliance • Partner with Risk and Compliance stakeholders to minimize regulatory risk • Resolve ad hoc Zendesk support requests from customer-facing teams including CS, Risk, Disputes, and Partnerships • Provide technical guidance and training with L&D and through direct engagements • Partner with engineering teams to continuously improve Zendesk • Collaborate with business teams on process improvements, change control, and project updates • Stay current with industry trends and best practices • Lead initiatives improving customer, agent, and business experiences

🎯 Requirements

• 3–5 years of hands-on Zendesk Administrator experience • Strong knowledge of the Zendesk platform • Knowledge of system security, monitoring tools, and cloud infrastructure such as AWS or Azure • Experience integrating Zendesk across a company's tech stack • Familiarity with AI-driven customer-support tools and identifying automation opportunities • Excellent troubleshooting and analytical skills • Ability to quickly diagnose and resolve technical issues • 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 • Experience operating in a regulated environment, such as banking or fintech, including documenting processes and controls for compliance purposes • Experience with AI chatbot or conversational automation platforms • Familiarity with CS tools such as Fin, Guru, or Rippit

🏖️ Benefits

• Base salary • Equity (stock options/RSUs) • Benefits package • Reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs