Customer Support Analytics Architect for AI & Data

Mosaec; Northern (KY); Hybrid; USD 139,000 - 174,000; Full time

Job summary

Mercury is seeking a Customer Support Systems & Analytics Architect to own the data strategy and reporting within the Customer Support organization. You will unify data across CS systems, including Zendesk and our AI Agent, and translate insights to CS leadership to guide decisions on resourcing and tooling.

You’ll collaborate with CS leadership, Strategy and Ops, and Data teams to scale reporting infrastructure and ensure data quality across channels and BPO partners.

Qualifications

• 5-8 years in data analytics, BI, or systems analysis in a customer support or ops environment.
• Hands-on Zendesk administration, config, views, triggers, and reporting.
• Fluency in SQL and experience with BI tools like Omni, Metabase.
• Strong analytical thinking to turn complex data into clear insights.
• Experience building dashboards/reports for non-technical stakeholders.
• Deep data hygiene knowledge and impact on data quality.
• Excellent communication and cross-functional collaboration.
• Ability to translate data into actionable recommendations for leadership.

Responsibilities

• Unified reporting and analytics across channels, teams, and projects.
• Configure CS Zendesk for clean, reliable data and scalable workflows.
• Define data hygiene standards for accurate, reproducible reporting.
• Oversee AI automation data for quality reviews and decisions.
• Translate data into recommendations on resourcing, tooling, and strategy.
• Collaborate with Product, Data, and Finance to meet data needs.
• Assess tools and optimize the CS data stack for better reporting.
• Document data structures and reporting methodologies for institutional knowledge.

Skills

SQL

Zendesk

BI tools

Data storytelling

Tools

Zendesk

Omni

Metabase

Job description

Mercury is seeking a Customer Support Systems & Analytics Architect to own the data strategy and reporting within the Customer Support organization. You will unify data across CS systems, including Zendesk and our AI Agent, and translate insights to CS leadership to guide decisions on resourcing and tooling.

You’ll collaborate with CS leadership, Strategy and Ops, and Data teams to scale reporting infrastructure and ensure data quality across channels and BPO partners.