Customer Support Systems & Analytics Lead

About the role

In this role, you will be responsible for developing and maintaining reporting and analytics that provide insights into customer support performance. You will oversee data governance and ensure accurate data capture across various systems, helping to transform raw data into actionable recommendations for leadership.

You will work closely with cross-functional teams to understand their data needs and ensure that reporting aligns with organizational goals. Success in this position means effectively managing data quality, enhancing system efficiency, and enabling informed decision-making within the customer support organization.

The salary range for this role varies based on location and experience, with a competitive range for the SaaS and fintech industry.

Skills that matter here

• Zendesk: You will configure and manage Zendesk to ensure it generates reliable data and supports reporting needs.
• SQL: Fluency in SQL is essential for analyzing data and building reports that inform business decisions.
• data analysis: Your analytical skills will be crucial in turning complex datasets into clear insights for stakeholders.
• business intelligence: Experience with BI tools will help you create dashboards that communicate performance metrics effectively.
• data governance: You will define standards for data capture to maintain accuracy and trustworthiness in reporting.
• AI automation: Monitoring data from AI tools will be part of your responsibilities to ensure quality oversight.

Who this role suits

• You have a background in data analysis or business intelligence, preferably in a customer support setting.
• You are collaborative, working well with cross-functional teams to achieve shared goals.
• You possess strong communication skills, enabling you to present complex data clearly to various stakeholders.
• You are detail-oriented, with a focus on maintaining data quality and hygiene in reporting.

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.