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Customer Support Systems & Analytics Lead

1 month, 3 weeks ago
United States, Canada
Full-time
Senior
Business Analyst
Data Science and Analytics
Metabase SQL
Apply Now
Mercury

Mercury

Mercury provides online business banking solutions tailored for startups and small businesses, offering streamlined financial workflows and quick application processes to enhance operational efficiency.

Banks
251-1K
Founded 2017
$152M raised
View All Jobs 16

Description

  • Build and maintain reports and dashboards that provide visibility into key support performance metrics across channels, teams, projects, and BPO partners.
  • Advise systems admins on the structure and configuration of Zendesk to produce clean, consistent, reliable, and secure data.
  • Define and enforce data capture and hygiene standards across customer support systems to ensure reporting is accurate and reproducible.
  • Monitor and analyze data from the AI chatbot to support quality reviews and decision-making across the customer support organization.
  • Translate reporting and analysis into recommendations on resourcing, tooling, process improvements, and support strategy.
  • Partner with stakeholders in Product, Data, Strategic Finance, Operations, and other cross-functional teams to deliver reporting that meets their needs.
  • Assess the reporting and data capabilities of existing and new customer support tools and recommend system stack improvements.
  • Document data structures, reporting methodologies, and system configurations to preserve institutional knowledge.
  • Support scalable reporting infrastructure for a more complex support model spanning multiple channels, BPO operations, and AI automation.

Requirements

  • 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally in customer support or operations.
  • Hands-on Zendesk administration and configuration experience, including views, fields, triggers, reporting, and Zendesk Analytics.
  • Fluency in SQL.
  • Experience with BI tools such as Omni, Metabase, or similar.
  • Experience building and maintaining dashboards and reports for non-technical stakeholders.
  • Strong analytical thinking with the ability to turn complex datasets into actionable insights.
  • Deep understanding of data hygiene principles and how system configuration affects data quality.
  • Excellent communication skills with the ability to present findings clearly to stakeholders at all levels.
  • Collaborative cross-functional experience working with Operations, Product, Engineering, or similar teams.
  • Preferred experience with AI chatbot or conversational analytics platforms.
  • Preferred familiarity with other customer support tools such as Intercom, Guru, or Rippit (formerly MaestroQA).
  • Preferred experience in a high-growth SaaS or fintech environment.
  • Preferred background supporting data-driven workforce planning or customer support strategy initiatives.

Benefits

  • Competitive base salary with location-based salary ranges up to $192,800 for U.S. roles and CAD $182,200 for Canadian roles.
  • Equity compensation in the form of stock options and/or RSUs.
  • Total rewards package includes salary, equity, and benefits.
  • Compensation is reviewed using reliable market survey data and internal pay equity considerations.
  • Reasonable accommodations are available throughout the recruitment process for applicants with disabilities or special needs.
  • Mercury is an Equal Employment Opportunity employer with a strong commitment to diversity and belonging.

Interested in this position?

Apply directly on the company website

Apply Now

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