Customer Support Systems & Analytics Architect
Job description
Customer Support Systems & Analytics Architect at Mercury.
About the role
This role involves shaping the data strategy and reporting for Mercury's Customer Support organization. You will be responsible for how data is collected, structured, and connected across all customer support systems, including Zendesk and AI agents, to inform decision-making. Your work will ensure systems are configured for reliable data production and translate that data into practical insights for leadership.
Key facts
Location: San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States
Engagement: Full-time
Salary:
US (NYC, LA, Seattle, SF Bay Area): $154,200 - $192,800
US (outside NYC, LA, Seattle, SF Bay Area): $138,800 - $173,500
Canada (any location): CAD $145,800 - $182,200
What you'll do
- Create and maintain reports and dashboards that provide clear visibility into key performance metrics, trends, and performance across all channels, teams, and projects, including internal support and BPO partners.
- Collaborate with system administrators to guide the structural setup of Zendesk for customer-facing teams, ensuring it generates clean, consistent, and reliable data while maintaining secure systems and efficient workflows.
- Establish and enforce standards for data capture across all customer support systems to ensure accurate, trustworthy, and reproducible reporting.
- Monitor and analyze data from the AI chatbot, ensuring it is tracked in a way that supports quality reviews and decision-making for the customer support organization.
- Convert raw data and reports into clear recommendations that assist customer support leadership in making decisions on resourcing, tools, process improvements, and strategy.
- Partner with cross-functional teams like Product, Data, and Strategic Finance to understand their data needs and deliver reporting that supports their objectives.
- Evaluate the data capabilities of current and new customer support tools, and suggest ways to optimize the systems stack for improved reporting outcomes.
- Document data structures, reporting methods, and system configurations to ensure institutional knowledge is retained and accessible to the team.
Requirements
- 5-8 years of experience in a data analyst, business intelligence, or systems analyst role, preferably within a customer support or operations setting.
- Practical experience with Zendesk administration and configuration, including views, fields, triggers, and reporting, as well as using Zendesk Analytics for reports and dashboards.
- Proficiency in SQL and experience with data and BI tools such as Omni, Metabase, or similar platforms.
- Strong analytical abilities, capable of transforming complex datasets into clear, actionable insights.
- Experience developing and maintaining dashboards and reports for non-technical stakeholders.
- Deep understanding of data hygiene principles and how system configuration affects data quality.
- Excellent communication skills, with the ability to clearly present data findings to stakeholders at all levels.
- Collaborative approach with experience working across teams such as Operations, Product, and Engineering.
Nice to have
- Experience with AI chatbot or conversational analytics platforms.
- Familiarity with other customer support tools like Intercom, Guru, or Rippit (formerly MaestroQA).
- Experience in a high-growth SaaS or fintech environment.
- Background in supporting data-driven workforce planning or customer support strategy initiatives.
Skills & tools
- Zendesk
- SQL
- Omni
- Metabase
- AI chatbot platforms
- Intercom
- Guru
- Rippit (MaestroQA)
Practical notes
Total compensation includes base salary, equity (stock options/RSUs), and benefits. Offers are based on experience, expertise, location, and internal pay equity. Mercury is an Equal Employment Opportunity employer and provides reasonable accommodations for applicants with disabilities.