<p>We’re seeking a Customer Support Systems & Analytics Architect to own our data strategy and reporting function within Mercury’s Customer Support organization. As our operations become more complex—spanning multiple channels, a growing BPO model, and advanced AI automation—we’re moving away from fragmented, project-based data support toward a model of unified ownership.</p> <p>In this role, you’ll lead how we capture, structure, and connect data across our CS systems—including Zendesk and our AI Agent—to enable data-driven decision-making throughout the team. You’ll ensure our systems are configured to produce dependable, high-quality data, and you’ll turn that data into clear, actionable insights for CS leadership and stakeholders. Sitting at the intersection of data, operations, and customer experience, you’ll work closely with CS leadership, Strategy and Ops, and cross-functional teams like Data to build a reporting infrastructure that scales. Your work will be fundamental to how the CS organization measures performance, identifies opportunities, and drives decisions.</p> <p>**Key Responsibilities**<br /> – **Unified reporting and analytics:** Build and maintain reports and dashboards that provide visibility into key CS performance metrics, trends, and outcomes across channels, teams, and projects—from our internal Support team to our BPO partners.<br /> – **CS systems configuration and data governance:** Partner with systems administrators to advise on the structure of our Zendesk setup across customer-facing teams, ensuring clean, consistent, reliable data, while maintaining secure systems and efficient workflows.<br /> – **Data hygiene standards:** Define and enforce standards for how data is captured across CS systems so reporting remains accurate, trustworthy, and reproducible.<br /> – **AI automation data oversight:** Monitor and analyze data from our AI chatbot, ensuring it’s tracked in a way that supports quality reviews and informed decision-making across the CS organization.<br /> – **Insights to action:** Convert raw data and reporting into clear recommendations that help CS leadership with resourcing, tooling, process improvements, and strategy.<br /> – **Stakeholder support:** Collaborate with cross-functional partners such as Product, Data, and Strategic Finance to understand their data needs and deliver reporting that supports their goals.<br /> – **Systems evaluation:** Evaluate the data capabilities of current and new CS tools, and recommend improvements to optimize our systems for better reporting outcomes.<br /> – **Process documentation:** Document data structures, reporting approaches, and system configurations to ensure knowledge is retained and accessible across the team.</p> <p>**What You Bring to the Table**<br /> – 5–8 years of experience as a data analyst, business intelligence, or systems analyst, ideally in a customer support or operations environment.<br /> – Hands-on experience administering and configuring Zendesk, including views, fields, triggers, and reporting, as well as using Zendesk Analytics to create reports and dashboards.<br /> – Proficiency in SQL and experience working with BI and data tools such as Omni, Metabase, or similar platforms.<br /> – Strong analytical skills, with the ability to translate complex datasets into clear, actionable insights.<br /> – Experience building and maintaining dashboards and reports for non-technical stakeholders.<br /> – Deep understanding of data hygiene practices and how system configuration affects data quality.<br /> – Excellent communication skills, with the ability to clearly present findings to stakeholders at all levels.<br /> – A collaborative mindset, with experience working cross-functionally across Operations, Product, and Engineering.</p> <p>**The Ideal Candidate Will Also Have**<br /> – Experience working with AI chatbot or conversational analytics platforms.<br /> – Familiarity with other CS tools such as Intercom, Guru, or Rippit (formerly MaestroQA).<br /> – Experience in a fast-growing SaaS or fintech environment.<br /> – Background supporting data-driven workforce planning or CS strategy initiatives.</p> <p>The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Salary and equity ranges are highly competitive in the SaaS and fintech industries and are updated regularly using reliable compensation survey data. Offers are based on a candidate’s experience, expertise, location, and internal pay equity relative to peers.</p> <p>**Target base salary ranges for this role**<br /> – US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $154,200–$192,800<br /> – US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $138,800–$173,500<br /> – Canadian employees (any location): CAD $145,800–$182,200 </p> <p>Mercury values diversity and belonging and is an Equal Employment Opportunity employer. Employment consideration is provided without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. Reasonable accommodations are available throughout the recruitment process for applicants with disabilities or special needs—if you need assistance or an accommodation, inform your recruiter after being contacted about the role. </p> <p>#LI-AS1</p>