Customer Support Analytics & Systems Lead

Mercury

Portland (OR)

On-site

USD 138,800 - 173,500

Full time

14 days+

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Job summary

Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy and reporting across the CS organization. You will connect data from Zendesk and our AI Agent to drive informed decisions, ensuring clean, reliable data and scalable reporting for CS leadership.

Collaborate with Product, Strategy, Data, and Finance to translate insights into action, influencing resourcing and tooling choices.

Qualifications

5–8 years in data analytics, BI, or systems analytics in a CS/ops environment.
Hands-on Zendesk administration and configuration experience.
Fluency in SQL and BI tools (Omni, Metabase).
Strong analytical thinking with the ability to turn complex datasets into clear insights.
Experience building dashboards for non-technical stakeholders.
Deep understanding of data hygiene and how system configuration impacts data quality.
Excellent communication and ability to present findings to stakeholders.
Collaborative mindset across Operations, Product and Engineering.

Responsibilities

Unified reporting and analytics: build and maintain dashboards for visibility into KPIs, trends, and channel performance.
CS systems configuration and data governance: advise on Zendesk structure for clean data and secure workflows.
Data hygiene: define and enforce data capture standards for accurate reporting.
AI automation data oversight: monitor AI chatbot data for quality reviews and decisions.
Insights to action: translate data into recommendations for resourcing, tooling, and strategy.
Stakeholder support: partner with cross-functional teams to deliver actionable reports.
Systems evaluation: assess CS tools and optimize data capabilities.
Process documentation: document data structures and configurations for knowledge retention.