Customer Support Analytics & Data Architect

Slope; United States; On-site; USD 138,800 - 192,800; Full time

Job summary

Mercury seeks a Customer Support Systems & Analytics Architect to own data strategy and reporting across the CS org. You will ensure data quality, structure, and integration across Zendesk and our AI Agent, enabling informed decisions for CS leadership.

In this role, collaborate with CS, Strategy and Ops, and Data teams to scale reporting. You will drive data-driven improvements in resourcing, tooling, and processes within a fast-growing SaaS environment.

Qualifications

• 5–8 years of experience in data/BI or systems analytics within a customer support or operations environment.
• Hands-on Zendesk administration and configuration, including analytics.
• Fluency in SQL and BI tools (Omni, Metabase) for reporting.
• Strong analytical thinking to translate data into actionable insights.
• Experience building dashboards/reports for non-technical stakeholders.
• Deep understanding of data hygiene and impact on data quality.
• Excellent communication and cross-functional collaboration skills.

Responsibilities

• Unified reporting and analytics: build and maintain reports/dashboards across channels and teams.
• CS systems configuration and data governance for Zendesk to ensure clean, reliable data.
• Define and enforce data capture standards across CS tools.
• AI automation data oversight to support quality reviews and decision-making.
• Translate data into clear recommendations for CS leadership on resourcing and tooling.
• Collaborate with Product, Data, and Strategy/Finance to meet data needs.
• Evaluate data capabilities of CS tools and optimize reporting outcomes.
• Document data structures and reporting methodologies for institutional knowledge.

Skills

5-8 years experience

SQL

Data analytics

BI tools

Data governance

Dashboarding

Stakeholder communication

Cross-functional collaboration

Tools

Zendesk

Zendesk Analytics

Omni

Metabase

Intercom

Guru

Rippit/MaestroQA

Job description

Mercury seeks a Customer Support Systems & Analytics Architect to own data strategy and reporting across the CS org. You will ensure data quality, structure, and integration across Zendesk and our AI Agent, enabling informed decisions for CS leadership.

In this role, collaborate with CS, Strategy and Ops, and Data teams to scale reporting. You will drive data-driven improvements in resourcing, tooling, and processes within a fast-growing SaaS environment.