Customer Support Systems & Analytics Lead at Mercury | United States (Remote)
Company/Recruiter: Mercury
Published on: 11:05 AM | Sep 10, 2026
✦ AI Summary
Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy and reporting function within the Customer Support organisation.
Mercury is seeking a Customer Support Systems & Analytics Lead to own the data strategy and reporting function within the Customer Support organisation. This role is critical as our operations continue to expand, requiring a strategic thinker who can transform data into actionable insights and drive operational excellence across our customer support infrastructure.
Job Overview
As Customer Support Systems & Analytics Lead, you will be responsible for developing and executing a comprehensive data strategy that supports the Customer Support organisation's growth and efficiency objectives. You will oversee the implementation of analytics systems, manage reporting frameworks, and provide data-driven recommendations to leadership. This position offers the opportunity to shape how Mercury uses data to enhance customer support quality and operational performance.
Key Responsibilities
- Develop and maintain a strategic data and analytics roadmap for the Customer Support function
- Design and implement reporting systems and dashboards for key performance indicators
- Conduct data analysis to identify trends, inefficiencies, and opportunities for improvement
- Collaborate with cross-functional teams to define metrics and success criteria
- Lead the selection and integration of customer support technology platforms
- Provide actionable insights and recommendations to senior leadership
- Manage data quality and governance standards across support systems
- Train and support the support team on analytics tools and data interpretation
Requirements
- 5+ years of experience in analytics, data strategy, or customer support operations
- Strong proficiency with data analysis tools and SQL
- Experience with customer support systems and metrics
- Excellent communication and stakeholder management skills
- Demonstrated ability to translate data into business insights
- Experience with business intelligence platforms and dashboard tools
- Strong problem-solving and strategic thinking capabilities
What We Offer
- Opportunity to impact Mercury's growth and customer experience strategy
- Collaborative work environment with talented cross-functional teams
- Professional development and career advancement opportunities
- Competitive compensation and benefits package
- Flexible work arrangements