Customer Support Systems & Analytics Lead

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 Ideal Candidate Will Also Have

• 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

Pay

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

Benefits

The benefits package at Mercury includes:

• Comprehensive health insurance
• Retirement savings plans
• Flexible work arrangements
• Professional development opportunities
• Employee recognition programs