Senior Customer Support Systems Administrator (Fintech)

Location: San Francisco, New York, Portland, or remote within Canada or the United States

Salary: US employees: $138,800–$192,800 USD depending on location; Canadian employees: $145,800–$182,200 CAD

Company

Mercury is a fintech company providing banking services through partner financial institutions while building a scalable customer support and financial technology platform.

What you will do

• Administer and scale the Zendesk implementation, including maintenance, audits, metrics, knowledge management, and configuration improvements.
• Oversee configuration, maintenance, monitoring, security, and optimization of the customer support technology stack, including WFM, QA, Notion, Guru, Slack, and Okta.
• Manage sprint prioritization, task tracking, delivery, and change control for support systems initiatives.
• Evaluate new Zendesk features, applications, and integrations, and identify workflow automation and cost-saving opportunities.
• Build and document Zendesk controls and administrative processes to support regulatory compliance as Mercury approaches a bank charter.
• Provide technical support, training, troubleshooting, and cross-functional guidance to customer-facing, engineering, risk, disputes, and partnerships teams.

Requirements

• 3–5 years of hands-on Zendesk Administrator experience with strong knowledge of the Zendesk platform.
• Knowledge of system security, monitoring tools, cloud infrastructure, and Zendesk integrations.
• Experience with AI-driven customer support tools, chatbots, conversational automation, and workflow optimization.
• Strong troubleshooting, analytical, communication, and cross-functional collaboration skills.
• Experience documenting processes and controls in a regulated environment such as banking or fintech is valuable for the role.
• Work eligibility is limited to the United States or Canada for this role.

Nice to have

• Experience in banking, fintech, or another regulated industry.
• Familiarity with Fin, Guru, or Rippit.

Culture & Benefits

• Remote work is available within Canada or the United States, with office-based options in selected US locations.
• Total rewards include base salary, equity through stock options or RSUs, and benefits.
• Work focuses on improving customer and agent experience through automation and reliable support infrastructure.
• Mercury is committed to diversity, belonging, equal employment opportunity, and reasonable accommodations throughout the hiring process.