Customer Support Systems & Analytics Lead

We’re looking for a Customer Support Systems & Analytics Lead to own the data strategy and reporting function within the Customer Support organisation at Mercury. As our operations grow in complexity—spanning multiple channels, an expanding BPO model, and sophisticated AI automation—we are moving away from fragmented, project-based data support toward a model of holistic ownership.In this role, you will be responsible for how we capture, structure, and connect data across our CS systems - including Zendesk and our AI Agent - to drive informed decision-making across the team. You will ensure our systems are configured in a way that produces reliable, high-quality data, and you will translate that data into actionable insights for CS leadership and stakeholders. You’ll sit at the intersection of data, operations, and customer experience, partnering closely with CS leadership, Strategy and Ops, and cross-functional teams like Data to make sure our reporting infrastructure is built to scale. Your work will be foundational to how the CS organisation measures performance, identifies opportunities, and drives decision-making.Key ResponsibilitiesUnified 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 reproducibleAI 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 organisationInsights to action: Translate raw data and reporting into clear recommendations that help CS leadership make decisions on resourcing, tooling, process improvements, and strategyStakeholder 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 goalsSystems evaluation: Assess the data capabilities of existing and new CS tools, and make recommendations on how to optimise our systems stack for better reporting outcomesProcess documentation: Document data structures, reporting methodologies, and system configurations to ensure institutional knowledge is retained and accessible across the teamWhat You Bring to the Table5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally within a customer support or operations environmentHands-on experience with Zendesk administration and configuration, including views, fields, triggers, and reporting, as well as using Zendesk Analytics to build reports and dashboardsFluency in SQL and experience working with data and BI tools such as Omni, Metabase, or similarStrong analytical thinking with the ability to turn complex datasets into clear, actionable insightsExperience building and maintaining dashboards and reports for non-technical stakeholdersDeep understanding of data hygiene principles and how system configuration impacts data qualityExcellent communication skills, with the ability to present data findings clearly to stakeholders at all levelsCollaborative mindset with experience working cross-functionally across teams such as Operations, Product, and EngineeringThe Ideal Candidate Will Also HaveExperience working with AI chatbot or conversational analytics platformsFamiliarity with other CS tools such as Intercom, Guru, or Rippit (formerly known as MaestroQA)Experience working in a high-growth SaaS or fintech environmentBackground in supporting data-driven workforce planning or CS strategy initiativesThe 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 - $192,800US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800 - $173,500Canadian employees (any location): CAD $145,800 - $182,200Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.