Customer Support Lead – Systems & Analytics

Mercury

Customer Support Systems & Analytics Lead at Mercury, managing data strategy and reporting across the organization. Collaborate with CS leadership and cross-functional teams to generate actionable insights.

Posted 7/7/2026full-timeRemote • California, New York, Oregon • 🇺🇸 United StatesSenior💰 $154,200 - $192,800 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

base salary
equity (stock options/RSUs)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisSQLZendesk ConfigurationReportingDashboard DevelopmentData GovernanceData Quality AssuranceAI Data OversightBusiness Intelligence ToolsData Documentation

Soft Skills

Analytical ThinkingExcellent CommunicationCollaborative Mindset