Customer Support Data & Systems Lead

Coinscapture; Northern (KY); Hybrid; USD 139,000 - 174,000; Full time

Job summary

Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy and reporting within the Customer Support & Success organization. You will drive holistic data ownership as we scale across channels, an expanding BPO model, and AI automation.

You will ensure data quality, configure Zendesk, build dashboards, and translate insights for CS leadership and stakeholders while partnering with Product, Strategy, and Ops.

Qualifications

• 5-8 years in data analytics, BI, or systems analysis in CS or ops.
• Hands-on Zendesk admin/configuration and Zendesk Analytics.
• Fluency in SQL and BI tools experience.
• Ability to translate complex data into clear insights.

Responsibilities

• Build and maintain unified CS reporting across channels and teams.
• Configure Zendesk to ensure clean, reliable data and secure workflows.
• Define data hygiene standards across CS systems.
• Monitor AI chatbot data for quality reviews and decision support.
• Translate data into actionable recommendations for leadership.
• Collaborate with Product, Data, and Strategy/Ops to meet data needs.
• Evaluate CS tools and optimize the data stack for better reporting.
• Document data structures and reporting methodologies.

Skills

SQL

Zendesk administration

Zendesk Analytics

BI tooling

Data storytelling

Dashboards

Tools

Zendesk

Metabase

Omni BI

Job description

Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy and reporting within the Customer Support & Success organization. You will drive holistic data ownership as we scale across channels, an expanding BPO model, and AI automation.

You will ensure data quality, configure Zendesk, build dashboards, and translate insights for CS leadership and stakeholders while partnering with Product, Strategy, and Ops.