Banking for startups: mercury.com
Customer Support Lead – Systems & Analytics
Location
California + 2 moreAll locations: California | New York | Oregon
Posted
3 days ago
Salary
$154.2K - $192.8K / year
Seniority
Senior
Job Description
Customer Support Lead – Systems & Analytics
Mercury
• 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
Job Requirements
- 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
- base salary
- equity (stock options/RSUs)
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