AI-Driven Support Data & Analytics Lead

Mercury; United States; On-site; USD 138,800 - 192,800; Full time

Job summary

Mercury is seeking a Customer Support Systems & Analytics Lead to own data strategy and reporting for the Support org. You will connect data across Zendesk and AI agents, ensuring reliable, high-quality data and translating it into actionable insights for CS leadership.

You’ll partner with CS leadership, Strategy & Ops, and cross-functional teams to scale reporting infrastructure and measure performance across channels and partners.

Qualifications

• 5–8 years of experience in a data analyst, BI, or systems analyst role within a customer support or operations environment.
• Hands-on Zendesk administration and configuration, including Zendesk Analytics for reporting.
• Fluency in SQL and experience with BI tools such as Omni or Metabase.
• Strong analytical thinking; translate complex datasets into actionable insights.
• Experience building dashboards and reports for non-technical stakeholders.
• Deep understanding of data hygiene and how system configuration impacts data quality.
• Excellent communication; present data findings clearly to stakeholders at all levels.
• Collaborative mindset; work across Operations, Product, and Engineering.

Responsibilities

• Unified reporting and analytics: build and maintain reports and dashboards for visibility into KPIs across channels, teams, and projects.
• CS Systems configuration and data governance: advise on Zendesk setup to ensure clean, reliable data.
• Data hygiene standards: define and enforce standards for data capture across CS systems.
• AI automation data oversight: monitor data from AI chatbot for quality reviews and decision-making.
• Insights to action: translate data into recommendations for resourcing, tooling, and strategy.
• Stakeholder support: partner with cross-functional teams to understand data needs and deliver reporting.
• Systems evaluation: assess data capabilities of CS tools and optimize for reporting outcomes.
• Process documentation: document data structures and configurations for institutional knowledge.

Skills

Zendesk administration

SQL

BI tools

Data analysis

Dashboarding

Cross-functional collaboration

Communication

Stakeholder management

Tools

Zendesk

Zendesk Analytics

Omni

Metabase

Job description

Mercury is seeking a Customer Support Systems & Analytics Lead to own data strategy and reporting for the Support org. You will connect data across Zendesk and AI agents, ensuring reliable, high-quality data and translating it into actionable insights for CS leadership.

You’ll partner with CS leadership, Strategy & Ops, and cross-functional teams to scale reporting infrastructure and measure performance across channels and partners.