Customer Support Data Analytics and Systems Lead

Mercury; San Francisco (CA); On-site; USD 154,200 - 192,800; Full time

Benefits offered by this job

Equity (stock options/RSUs)

Benefits

Job summary

Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy across our CS organization. You’ll capture, structure, and connect data across CS systems—including Zendesk and our AI Agent—to drive informed decision-making as the team scales.

You’ll partner closely with CS leadership, Strategy and Ops, and Data to ensure reporting is built to scale. You will build dashboards, enforce data hygiene, and translate data into actionable insights that guide resourcing, tooling,

Qualifications

• 5-8 years in data analytics, BI, or systems analytics within CS/ops
• Experience with Zendesk administration and reporting
• Proficient in SQL and BI tools such as Omni, Metabase or similar
• Ability to turn complex data into clear insights for non-technical stakeholders
• Experience building dashboards for non-technical stakeholders
• Strong data hygiene and impact of configurations on data quality
• Excellent communication to present findings to stakeholders
• Collaborative across Operations, Product, and Engineering

Responsibilities

• Build and maintain unified reports and dashboards across CS channels and projects
• Advise on Zendesk configuration for clean, reliable data and secure workflows
• Define and enforce data capture standards across CS systems
• Monitor AI chatbot data and support quality reviews for decision-making
• Translate data into actionable recommendations for resourcing, tooling, and process improvements
• Partner with cross-functional teams to deliver reporting that meets goals
• Evaluate data capabilities of CS tools and optimize the data stack
• Document data structures and reporting methodologies for knowledge retention

Skills

Zendesk administration

SQL

BI reporting

Data analysis

Cross-functional collaboration

Tools

Omni

Metabase

Zendesk Analytics

Job description

Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy across our CS organization. You’ll capture, structure, and connect data across CS systems—including Zendesk and our AI Agent—to drive informed decision-making as the team scales.

You’ll partner closely with CS leadership, Strategy and Ops, and Data to ensure reporting is built to scale. You will build dashboards, enforce data hygiene, and translate data into actionable insights that guide resourcing, tooling,