Mercury · 1 week ago
Customer Support Systems & Analytics Architect
United States+1 more
Full-time
Remote
Senior Level, Lead/Staff
$154K/yr - $193K/yr
5+ years expMercury is seeking a Customer Support Systems & Analytics Architect to own the data strategy and reporting function within the Customer Support organization. The role involves capturing, structuring, and connecting data across CS systems to drive informed decision-making and ensure high-quality data for performance measurement and insights.
AccountingBankingPaymentsFinanceFinTechCredit CardsFinancial Services
Responsibilities
Unified reporting and analytics: Actively build and maintain reports and dashboards that give the CS organisation clear visibility into key performance metrics, trends, and performance across channels, teams and projects - from our internal Support team to our BPO partners
CS Systems configuration and data governance: Work closely with systems admins to advise on the structural setup of our Zendesk instance across customer-facing teams, ensuring it is configured to generate clean, consistent, and reliable data while maintaining secure systems and efficient workflows
Data hygiene standards: Define and enforce standards for how data is captured across CS systems so that reporting is accurate, trustworthy, and reproducible
AI automation data oversight: Monitor and analyse data from our AI chatbot, ensuring it is tracked in a way that supports quality reviews and decision-making across the CS organisation
Insights to action: Translate raw data and reporting into clear recommendations that help CS leadership make decisions on resourcing, tooling, process improvements, and strategy
Stakeholder support: Partner with cross-functional partners in areas like Product, Data and Strategic Finance to understand their data needs and deliver reporting that supports their goals
Systems evaluation: Assess the data capabilities of existing and new CS tools, and make recommendations on how to optimise our systems stack for better reporting outcomes
Process documentation: Document data structures, reporting methodologies, and system configurations to ensure institutional knowledge is retained and accessible across the team
Qualification
Required
5-8 years of experience in a data analyst, business intelligence, or systems analyst role, ideally within a customer support or operations environment
Hands-on experience with Zendesk administration and configuration, including views, fields, triggers, and reporting, as well as using Zendesk Analytics to build reports and dashboards
Fluency in SQL and experience working with data and BI tools such as Omni, Metabase, or similar
Strong analytical thinking with the ability to turn complex datasets into clear, actionable insights
Experience building and maintaining dashboards and reports for non-technical stakeholders
Deep understanding of data hygiene principles and how system configuration impacts data quality
Excellent communication skills, with the ability to present data findings clearly to stakeholders at all levels
Collaborative mindset with experience working cross-functionally across teams such as Operations, Product, and Engineering
Preferred
Experience working with AI chatbot or conversational analytics platforms
Familiarity with other CS tools such as Intercom, Guru, or Rippit (formerly known as MaestroQA)
Experience working in a high-growth SaaS or fintech environment
Background in supporting data-driven workforce planning or CS strategy initiatives
Company
Mercury
Mercury provides digital banking and financial tools tailored for startups and modern businesses.
1001-5000 employees
H1B Sponsorship
Mercury has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Engineering and Development
Product Management
Accounting and Finance
Legal and Compliance
Trends of Total Sponsorships
*2026 (3)
2025 (14)
2024 (6)
2023 (8)
2022 (1)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$657.13MKey Investors
TCVSequoia CapitalCoatue
2026-05-20Series D· $200M
2025-03-26Series C· $300M
2025-03-26Secondary Market
Leadership Team
Immad Akhund
CEO & Founder
Jon Auxier
CEO & President @ Mercury Bank, N.A. (in organization)
Recent News
2026-07-20
2026-07-20
Company data provided by crunchbase