Senior Customer Support Systems Administrator

We’re looking for a skilled System Administrator to join our Customer Support Operations & 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 & agent experience, we’d love to hear from you! 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