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About the role
Manage our Zendesk implementation - both intraday maintenance and supporting Zendesk through strategic business growth Help oversee the configuration, maintenance, performance, and optimization of the general CS tech stack (e.g. WFM & QA tooling, apps, company tools - Notion, Guru, Slack, Okta etc.)
What they're looking for
- Technical Expertise:
- Knowledge of system security, monitoring tools, and cloud infrastructure (AWS, Azure, or similar)
- Experience integrating Zendesk across a company's tech stack
- Familiarity with AI-driven CS tools (e.g. AI chatbots/agents) and an interest in identifying automation opportunities within a support tech stack
- Problem-Solving Skills:
- Proactive approach to identifying inefficiencies and crafting solutions
More about this role
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!
- 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...
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