Customer Support Systems & Analytics Lead

TL;DR

Customer Support Systems & Analytics Lead (Zendesk/SQL): Own the data strategy and reporting function for Customer Support by capturing, structuring, and connecting data across CS systems (including Zendesk and an AI Agent) to drive decision-making. Focus on building scalable reporting infrastructure, enforcing data governance and hygiene, and translating complex datasets into actionable insights for CS leadership.

Location: San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States

Salary: $154,200 - $192,800 (US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area); $138,800 - $173,500 (US employees outside those areas); CAD $145,800 - $182,200 (Canadian employees)

Company

Mercury is a SaaS and fintech company building financial products.

What you will do

• Build and maintain unified CS reporting and analytics (reports and dashboards) across internal support teams and BPO partners.
• Advise on CS systems configuration and data governance for Zendesk to ensure clean, consistent, reliable, and secure data.
• Define and enforce data hygiene standards so reporting is accurate, trustworthy, and reproducible.
• Monitor and analyze AI chatbot/agent data to support quality reviews and CS decision-making.
• Translate reporting into recommendations for resourcing, tooling, process improvements, and CS strategy.
• Partner with cross-functional teams (Product, Data, Strategic Finance) and document data structures, reporting methodologies, and system configurations.

Requirements

• 5–8 years of experience in data analyst, business intelligence, or systems analyst roles, ideally in customer support or operations.
• Hands-on experience with Zendesk administration and configuration (views, fields, triggers, reporting) and Zendesk Analytics.
• Fluency in SQL and experience with BI/data tools such as Omni, Metabase, or similar.
• Experience building dashboards and reports for non-technical stakeholders.
• Strong analytical thinking and ability to turn complex datasets into actionable insights.
• Must be located in Canada or the United States (remote option available within these countries).

Nice to have

• Experience with AI chatbot or conversational analytics platforms.
• Familiarity with CS tools such as Intercom, Guru, or Rippit (formerly MaestroQA).
• Experience in a high-growth SaaS or fintech environment.
• Background supporting data-driven workforce planning or CS strategy initiatives.

Culture & Benefits

• Total rewards include base salary, equity (stock options/RSUs), and benefits.
• Salary and equity ranges are competitive within the SaaS/fintech industry and updated regularly.
• New hire offers are based on experience, expertise, geographic location, and internal pay equity.
• Equal Employment Opportunity employer with commitment to reasonable accommodations during recruitment.

Hiring process

• Recruiter screen and evaluation of experience with CS systems, analytics, and data governance.
• Interviews focused on reporting/dashboard work, Zendesk configuration, SQL/BI skills, and stakeholder communication.
• Final discussions on fit and how the role will support CS performance measurement and decision-making.