| Company | Mercury |
| Location | San Francisco, CA, New York, NY, Portland, OR, or Remote within Canada or United States |
| Salary | 50-80 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 with 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 reliable, high-quality data
Requirements
- Experience in data strategy and reporting, preferably in a customer support environment
- Strong understanding of data systems, including Zendesk and AI automation
- Ability to capture, structure, and connect data across multiple systems
- Excellent analytical and problem-solving skills
- Strong communication and collaboration skills
Benefits
We offer a competitive salary range of $50-80 LPA (est.), as well as opportunities for growth and professional development in a dynamic and expanding company.
Apply
If you’re a motivated and experienced professional looking to own the data strategy and reporting function within a customer support organisation, please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.