Customer Support Systems & Analytics Lead

Mercury is hiring a support-systems lead to own the data, reporting, and configuration practices behind a growing customer support operation. This is a good fit for ITSG readers who combine Zendesk administration and support tooling with SQL, BI reporting, automation, and operational problem-solving. What you would work on: - Build and maintain support reports and dashboards across internal teams, channels, projects, and BPO partners. - Guide Zendesk structure and configuration so support workflows produce clean, consistent, secure data. - Define data-hygiene standards and oversee reporting for Mercury’s AI support chatbot. - Evaluate support tools, document system configurations, and turn operational data into recommendations. Good fit if: - You have 5–8 years in a systems analyst, BI, or data analyst role, ideally in support operations. - You have hands-on Zendesk administration experience with views, fields, triggers, and analytics. - You are fluent in SQL and have worked with BI tools such as Omni or Metabase. - You can explain technical findings clearly and collaborate across Support, Operations, Product, and Engineering. Curated from Jobicy for IT Support Group readers. This is an external listing; use the apply link for the source listing and latest details.