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Best fit if you enjoy architecting the stack behind customer support—not only answering tickets—and can turn messy operational data into reliable systems. DATA does not establish employer culture, pay, or location lifestyle; evaluate those elsewhere.
As Customer Support Systems & Analytics Architect at Mercury (remote, anywhere), a typical day centers on support platforms and decision-quality data: clarifying ticket and tooling requirements with support/product leads; modeling queues, CSAT/SLA, and self-serve funnel metrics; designing integrations between helpdesk, CRM, and warehouse/BI layers; reviewing architecture trade-offs for routing, knowledge, and automation; and turning incident/theme analysis into prioritized system and process changes.
Prioritize: support-platform architecture (ticketing, knowledge, routing), analytics/SQL and metric design (SLA, CSAT, volume, deflection), integration patterns (APIs, CRM, data pipelines), and stakeholder translation of operational pain into system requirements. CERTS lists no family or resources—skip paid cert claims.
The listing is remote with location Anywhere in the World; confirm time zones and legal entity with the employer.
It typically means owning support tooling and analytics architecture—platforms, integrations, and metrics—not front-line chat volume alone.
Only as provided DATA: it describes the discontinued Ford Mercury auto brand. Verify the employer’s real identity separately.
Mercury was a brand of medium-priced automobiles that was produced by American manufacturer Ford Motor Company between the 1939 and 2011 motor years. Created by Edsel Ford in 1938, Mercury was established to bridge the gap between the Ford and Lincoln model lines within Ford Motor Company. From 1945 until its closure, it formed half of the Lincoln-Mercury Division of the company.
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CUSTOMER SUPPORT SYSTEMS & ANALYTICS ARCHITECTMercuryAnywhere 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. Ready to Apply? To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
Generated for personal interview prep · 2026-08-12 UTC · getajob.ai