Customer Support Systems & Analytics Architect

About this job

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. In this role, you will be responsible for how we capture, structure, and connect data across our CS systems - including Zendesk and our AI Agent - to drive informed decision-making across the team. You will ensure our systems are configured in a way that produces reliable, high-quality data, and you will translate that data into actionable insights for CS leadership and stakeholders.…

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Most-requested skills in United States

Based on 284 United States vacancies that list requirements, these are the skills employers ask for most often.

• Communication90% of postings
• Troubleshooting28% of postings
• Salesforce15% of postings
• CRM11% of postings
• English7% of postings
• Zendesk4% of postings
• Jira4% of postings
• Ticketing4% of postings

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