Customer Support Systems & Analytics Architect @Mercury

Overview

The role of Customer Support Systems & Analytics Architect at Mercury involves owning the data strategy and reporting function within the Customer Support organization. This position requires managing data capture and structure across various customer support systems, including Zendesk, to facilitate informed decision-making.

Key Responsibilities

• Build and maintain reports and dashboards for key performance metrics across customer support channels and teams.
• Advise on the structural setup of Zendesk to ensure clean, consistent, and reliable data while maintaining secure systems.
• Define and enforce data hygiene standards across customer support systems.
• Monitor and analyze data from AI chatbots for quality reviews and decision-making.
• Translate raw data into actionable insights for resource planning and strategy.
• Partner with cross-functional teams to understand data needs and deliver supportive reporting.
• Assess existing and new customer support tools for data capabilities and provide optimization recommendations.
• Document data structures and system configurations for team accessibility.

Requirements

• 5-8 years of experience in roles such as data analyst, business intelligence, or systems analyst.
• Hands-on experience with Zendesk administration, including reporting and configuration.
• Fluency in SQL and experience with BI tools like Omni or Metabase.
• Strong analytical skills to convert complex datasets into actionable insights.
• Experience in building dashboards for non-technical stakeholders.
• Excellent communication skills for presenting data findings.
• Collaborative mindset with experience working across various teams.

Benefits

The total rewards package includes base salary, equity (stock options/RSUs), and benefits. Competitive salary ranges are provided based on geographic location and internal pay equity, with specific ranges for various regions in the US and Canada.

Location

Remote within Canada or the United States. Current office locations include San Francisco, CA; New York, NY; and Portland, OR.

How to Apply

Interested candidates should apply through the company career page.