Note: The job is a remote job and is open to candidates in USA. Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy and reporting function within their Customer Support organization. This role involves capturing, structuring, and connecting data across CS systems to drive informed decision-making and ensure high-quality data reporting for leadership and stakeholders.
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
Skills
- 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
- Experience working with AI chatbot or conversational analytics platforms
- Familiarity with other CS tools such as Intercom, Guru, or Rippit (formerly known as MaestroQA)
- Experience working in a high-growth SaaS or fintech environment
- Background in supporting data-driven workforce planning or CS strategy initiatives
Benefits
- Equity (stock options/RSUs)
- Benefits
- The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
Company Overview
Company H1B Sponsorship