Customer Support Systems & Analytics Lead
Lead data strategy, reporting, and systems configuration for Mercury's Customer Support organization. Own unified analytics, data hygiene, AI automation insights, and dashboards using Zendesk, SQL, and BI tools to drive CS performance, resourcing, and strategy decisions. Requires 5-8 years in data/BI/systems analysis, preferably in support/ops.
About the job
Key Responsibilities
- Build and maintain reports and dashboards for visibility into key performance metrics, trends, and performance across channels, teams, and projects (internal Support team to BPO partners).
- Advise on structural setup of Zendesk instance across customer-facing teams to generate clean, consistent, reliable data while maintaining secure systems and efficient workflows.
- Define and enforce standards for data capture across CS systems to ensure accurate, trustworthy, and reproducible reporting.
- Monitor and analyze data from AI chatbot to support quality reviews and decision-making.
- Translate raw data and reporting into clear recommendations for CS leadership on resourcing, tooling, process improvements, and strategy.
- Partner with cross-functional partners (Product, Data, Strategic Finance) to understand data needs and deliver supporting reporting.
- Assess data capabilities of existing and new CS tools; recommend optimizations to systems stack for better reporting.
- Document data structures, reporting methodologies, and system configurations for institutional knowledge.
Requirements
- 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally within customer support or operations.
- Hands-on experience with Zendesk administration and configuration (views, fields, triggers, reporting) and using Zendesk Analytics to build reports and dashboards.
- Fluency in SQL and experience with data and BI tools such as Omni, Metabase, or similar.
- Strong analytical thinking to turn complex datasets into clear, actionable insights.
- Experience building and maintaining dashboards and reports for non-technical stakeholders.
- Deep understanding of data hygiene principles and how system configuration impacts data quality.
- Excellent communication skills to present data findings clearly to stakeholders at all levels.
- Collaborative mindset with cross-functional experience across Operations, Product, and Engineering.
Nice-to-Haves
- Experience working with AI chatbot or conversational analytics platforms.
- Familiarity with other CS tools such as Intercom, Guru, or Rippit (formerly MaestroQA).
- Experience in a high-growth SaaS or fintech environment.
- Background in supporting data-driven workforce planning or CS strategy initiatives.
Compensation
Target new hire base salary ranges:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154200 - $192800
- US employees outside of those areas: $138800 - $173500
- Canadian employees (any location): CAD $145800 - $182200
Total rewards include base salary, equity (stock options/RSUs), and benefits. Offers based on experience, expertise, location, and internal pay equity.
Skills
SQL, Zendesk, Omni, Metabase, BI Tools, Data Analytics, Dashboarding, Data Governance, Ai Chatbot Analytics, Zendesk Analytics
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