| Company | Mercury |
| Location | San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States |
| Salary | 25-40 LPA (est.) |
| Experience | |
| Type | Full-Time |
Overview
We’re looking for a Customer Support Systems & Analytics Architect to own the data strategy and reporting function within the Customer Support organisation at Mercury. As our operations grow in complexity—spanning multiple channels, an expanding BPO model, and sophisticated AI automation—we are moving away from fragmented, project-based data support toward a model of holistic ownership.
Responsibilities
- Own the data strategy and reporting function within the Customer Support organisation
- Capture, structure, and connect data across our CS systems, including Zendesk and our AI Agent
- Drive informed decision-making across the team by producing reliable, high-quality data
- Translate data into actionable insights for CS leadership and stakeholders
- Partner closely with CS leadership, Strategy and Ops, and cross-functional teams like Data
- Ensure systems are configured to produce high-quality data and drive customer experience improvements
Requirements
- Experience in data analysis and reporting, preferably in a customer support environment
- Strong understanding of data structures and database management
- Ability to work with cross-functional teams and communicate complex data insights
- Experience with Zendesk and AI automation technologies
- Strong analytical and problem-solving skills, with attention to detail
Benefits
Join a fast-growing company with a strong mission and values. As a Customer Support Systems & Analytics Architect, you will have the opportunity to make a significant impact on our customer experience and operations. We offer a competitive salary range of $25-40 LPA (est.) and a collaborative, dynamic work environment.
Apply
If you are a motivated and experienced data professional looking to join a innovative team, please submit your application. We can’t wait to hear from you!