Senior Customer Support Systems Administrator

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 - Notion, Guru, Slack, Okta etc.)

Implement, monitor, and maintain system security protocols to protect sensitive data

Manage the prioritization and delivery within sprint cycles; updating tasks, tracking progress, and ensuring timely completion of tasks

Systems & Automation Strategy

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

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

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

Compliance & Regulatory Risk

As Mercury approaches its bank charter, create, formalize, and document Admin processes and controls within Zendesk to help ensure compliance with relevant regulations

Partner with Risk and Compliance stakeholders to identify and minimize regulatory risk within our Zendesk configuration and permissions structure

Collaboration & Support

Take part in "firefighting" duties, fielding and resolving ad hoc Zendesk support requests from users across all customer-facing teams - not just CS, but teams like Risk, Disputes, and Partnerships as well

Serve as the go-to technical expert, providing guidance and training both in partnership with L&D and through direct engagements

Primary partner to engineering teams; ensuring Zendesk is continuously improving internally

Collaborate with business teams on process improvements, change control, and project status updates

Continuous Improvement

Stay current with industry trends and best practices, bringing a voice and point of view to our strategic programs

Lead initiatives that simplify and improve the experience for customers, agents, and the business