Customer Support Systems & Analytics Architect

CUSTOMER SUPPORT SYSTEMS & ANALYTICS ARCHITECT
Mercury
Anywhere in the World - Remote within Canada or United States

Position Summary

We’re seeking a Customer Support Systems & Analytics Architect to own the data strategy and reporting function within Mercury’s Customer Support organization. This role will be pivotal as we scale our operations, integrating multiple channels and sophisticated AI automation. You’ll ensure reliable, high-quality data is captured, structured, and connected across our Zendesk instance and other CS systems, driving informed decision-making for the team.

Day-to-Day Responsibilities

• Unified reporting and analytics: Build and maintain reports and dashboards to provide clear visibility into key performance metrics, trends, and channel-specific data for both internal and BPO partners.
• CS Systems configuration and data governance: Collaborate with systems admins to advise on the structural setup of our Zendesk instance, ensuring it generates clean, consistent, and reliable data.

What You Bring

• A proven track record in data strategy and analytics within a customer support environment.
• Expertise in configuring and managing complex data systems like Zendesk to ensure high-quality data output.
• Strong ability to translate data into actionable insights for CS leadership and stakeholders.
• Experience partnering with cross-functional teams, including Data Strategy and Operations.

About the Company

Mercury is a leading company in its field, operating from headquarters in San Francisco, CA; New York, NY; or Portland, OR. We are expanding our operations globally and are committed to fostering a remote-friendly environment within Canada and the United States.

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