Customer Support Lead at Mercury, SF/NY/OR/Remote

Overview

We’re looking for a Customer Support Systems & Analytics Lead to own the data strategy and reporting function within the Customer Support organisation at Mercury. As our operations grow in complexity—spanning multiple channels, an expanding BPO model, and sophisticated AI automation—we are moving away from fragmented, project-based data support toward a model of holistic ownership.

Responsibilities

• Own the data strategy and reporting function within the Customer Support organisation
• Capture, structure, and connect data across our CS systems – including Zendesk and our AI Agent
• Ensure systems are configured to produce reliable, high-quality data
• Translate data into actionable insights for CS leadership and stakeholders
• Partner closely with CS leadership, Strategy and Ops, and cross-functional teams like Data
• Drive informed decision-making across the team using data-driven insights

Requirements

• Experience in a similar role, preferably in a customer support or data analytics function
• Strong understanding of data structures and systems, including Zendesk and AI automation
• Ability to translate complex data into actionable insights for non-technical stakeholders
• Strong partnership and collaboration skills, with ability to work with cross-functional teams
• Experience with data visualization tools and reporting software

Benefits

We offer a competitive salary range of $25-40 LPA (est.), as well as opportunities for growth and professional development in a rapidly expanding company. You will have the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.

Apply

If you are a motivated and experienced professional looking to lead the data strategy and reporting function within a customer support organisation, please apply with your resume and a cover letter explaining why you are the ideal candidate for this role.