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About the Role

Own the data strategy and reporting function within the Customer Support organisation, ensuring systems capture, structure, and connect data to drive informed decision-making. This role is foundational to how the CS organisation measures performance, identifies opportunities, and drives decision-making.

Responsibilities

• Build and maintain reports and dashboards for clear visibility into key performance metrics, trends, and performance across channels, teams, and projects.
• Advise on the structural setup of Zendesk to generate clean, consistent, and reliable data while maintaining secure systems and efficient workflows.
• Define and enforce standards for data capture across CS systems to ensure accurate, trustworthy, and reproducible reporting.
• Monitor and analyse data from AI chatbots to support quality reviews and decision-making.
• Translate raw data and reporting into clear recommendations for CS leadership on resourcing, tooling, process improvements, and strategy.
• Partner with cross-functional teams to understand their data needs and deliver reporting that supports their goals.
• Assess the data capabilities of existing and new CS tools and recommend optimizations for better reporting outcomes.
• Document data structures, reporting methodologies, and system configurations to retain and share institutional knowledge.

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.
• Experience using Zendesk Analytics to build reports and dashboards.
• Fluency in SQL.
• 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.

Skills

• Zendesk administration
• Zendesk configuration
• Zendesk Analytics
• SQL
• Data and BI tools (Omni, Metabase, or similar)
• Analytical thinking
• Dashboard and report building
• Data hygiene principles
• Communication
• Cross-functional collaboration
• AI chatbot analytics (ideal)
• Intercom (ideal)
• Guru (ideal)
• Rippit (ideal)

Location

• US employees in New York City
• US employees in Los Angeles
• US employees in Seattle
• US employees in the San Francisco Bay Area
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area
• Canadian employees (any location)

Work Type

• Full-time

Experience Level

• 5-8 years of experience

Salary/Compensations

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

Benefits

• Base salary
• Equity (stock options/RSUs)

About the Company

• Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
• We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.

Equal Opportunity

• All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.