Customer Support Systems & Analytics Lead

About the role

This role focuses on establishing a unified data strategy and reporting function within Mercury's Customer Support organization. As operations expand to include multiple channels, a BPO model, and AI automation, the company is shifting from fragmented data support to a more integrated approach. The lead will be responsible for building and maintaining comprehensive reports and dashboards that provide clear visibility into key performance metrics, trends, and performance across internal teams and BPO partners.

A core part of this position involves ensuring data quality and governance. This includes advising on the structural setup of the Zendesk instance to guarantee clean, consistent, and reliable data, while also maintaining secure systems and efficient workflows. The lead will define and enforce data capture standards across all customer support systems to ensure reporting is accurate and trustworthy. Additionally, they will monitor and analyze data from the AI chatbot to support quality reviews and decision-making.

Success in this role means translating raw data and reports into actionable recommendations for customer support leadership. These insights will inform decisions related to resourcing, tooling, process improvements, and overall strategy. The lead will also collaborate with cross-functional teams like Product, Data, and Strategic Finance to meet their data needs and provide relevant reporting, and evaluate existing and new customer support tools for optimal reporting outcomes.

The target base salary for this role ranges from $138,800 to $192,800, with specific amounts varying based on geographic location within the US or Canada.

Skills that matter here

• Zendesk: This role requires hands-on experience with Zendesk administration and configuration, including setting up views, fields, triggers, and reporting, as well as using Zendesk Analytics for dashboards.
• SQL: Fluency in SQL is necessary for working with data and business intelligence tools to extract and analyze information.
• data analysis: The role involves strong analytical thinking to transform complex datasets into clear, actionable insights for decision-making.
• business intelligence: Candidates should have experience in a business intelligence role, building and maintaining dashboards and reports for various stakeholders.
• data governance: This position requires a deep understanding of data hygiene principles and how system configuration impacts data quality to define and enforce standards.
• AI automation: The lead will monitor and analyze data from the AI chatbot to support quality reviews and decision-making within the customer support organization.

Who this role suits

• Someone with 5-8 years of experience in data analysis, business intelligence, or systems analysis, particularly within customer support or operations.
• An individual who can translate complex data into clear, actionable recommendations for non-technical leadership.
• A person who prioritizes data quality and can define and enforce standards for data capture and system configuration.
• A collaborative professional comfortable working cross-functionally with teams like Operations, Product, and Engineering.

From the employer

Key Responsibilities

• Unified reporting and analytics: Actively build and maintain reports and dashboards that give the CS organisation clear visibility into key performance metrics, trends, and performance across channels, teams and projects - from our internal Support team to our BPO partners.
• CS Systems configuration and data governance: Work closely with systems admins to advise on the structural setup of our Zendesk instance across customer-facing teams, ensuring it is configured to generate clean, consistent, and reliable data while maintaining secure systems and efficient workflows.
• Data hygiene standards: Define and enforce standards for how data is captured across CS systems so that reporting is accurate, trustworthy, and reproducible.
• AI automation data oversight: Monitor and analyse data from our AI chatbot, ensuring it is tracked in a way that supports quality reviews and decision-making across the CS organisation.
• Insights to action: Translate raw data and reporting into clear recommendations that help CS leadership make decisions on resourcing, tooling, process improvements, and strategy.
• Stakeholder support: Partner with cross-functional partners in areas like Product, Data and Strategic Finance to understand their data needs and deliver reporting that supports their goals.
• Systems evaluation: Assess the data capabilities of existing and new CS tools, and make recommendations on how to optimise our systems stack for better reporting outcomes.
• Process documentation: Document data structures, reporting methodologies, and system configurations to ensure institutional knowledge is retained and accessible across the team.

What You Bring to the Table

• 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally within a customer support or operations environment.
• Hands-on experience with Zendesk administration and configuration, including views, fields, triggers, and reporting, as well as using Zendesk Analytics to build reports and dashboards.
• Fluency in SQL and experience working with data and BI tools such as Omni, Metabase, or similar.
• Strong analytical thinking with the ability 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, with the ability to present data findings clearly to stakeholders at all levels.
• Collaborative mindset with experience working cross-functionally across teams such as Operations, Product, and Engineering.

The total rewards package at Mercury includes

• Base salary, equity (stock options/RSUs), and benefits.
• Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry.
• New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
• Our target new hire base salary ranges for this role are the following:
• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200 - $192,800
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 - $173,500
• Canadian employees (any location): CAD $145,800 - $182,200.