Customer Support Lead – Systems & Analytics

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🔥 0 minutes ago

🏄 California, New York, +1 more states – Remote

🏄 California – Remote 🗽 New York – Remote 🌲 Oregon – Remote

💵 $154.2k - $192.8k / year

⏰ Full Time

🟠 Senior

📊 Data Scientist

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Mercury

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

💳 Fintech

💸 Finance

☁️ SaaS

Fintech • Finance • SaaS

Mercury is a financial technology company that provides online business banking services, although it is not a bank itself. It partners with FDIC-insured banks like Choice Financial Group, Column N. A. , and Evolve Bank & Trust to offer banking services. Mercury aims to simplify financial operations for startups and businesses by offering a range of services including checking and savings accounts, treasury management, corporate cards, expense management, invoicing, and accounting automations. The platform is designed to streamline various banking tasks and enhance financial workflows with features like fraud monitoring and account security. It also offers investment opportunities through its Mercury Treasury product and startup support through its Mercury Raise platform.

📋 Description

• Unified reporting and analytics: Actively build and maintain reports and dashboards that give the CS organisation clear visibility into key performance metrics, trends, and performance across channels, teams and projects • CS Systems configuration and data governance: Work closely with systems admins to advise on the structural setup of our Zendesk instance across customer-facing teams, ensuring it is configured to generate clean, consistent, and reliable data while maintaining secure systems and efficient workflows. • Data hygiene standards: Define and enforce standards for how data is captured across CS systems so that reporting is accurate, trustworthy, and reproducible • AI automation data oversight: Monitor and analyse data from our AI chatbot, ensuring it is tracked in a way that supports quality reviews and decision-making across the CS organisation • Insights to action: Translate raw data and reporting into clear recommendations that help CS leadership make decisions on resourcing, tooling, process improvements, and strategy • Stakeholder support: Partner with cross-functional partners in areas like Product, Data and Strategic Finance to understand their data needs and deliver reporting that supports their goals • Systems evaluation: Assess the data capabilities of existing and new CS tools, and make recommendations on how to optimise our systems stack for better reporting outcomes • Process documentation: Document data structures, reporting methodologies, and system configurations to ensure institutional knowledge is retained and accessible across the team

🎯 Requirements

• 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally within a customer support or operations environment • Hands-on experience with Zendesk administration and configuration, including views, fields, triggers, and reporting, as well as using Zendesk Analytics to build reports and dashboards • Fluency in SQL and experience working with data and BI tools such as Omni, Metabase, or similar • Strong analytical thinking with the ability to turn complex datasets into clear, actionable insights • Experience building and maintaining dashboards and reports for non-technical stakeholders • Deep understanding of data hygiene principles and how system configuration impacts data quality • Excellent communication skills, with the ability to present data findings clearly to stakeholders at all levels • Collaborative mindset with experience working cross-functionally across teams such as Operations, Product, and Engineering

🏖️ Benefits

• base salary • equity (stock options/RSUs)