Customer Support Systems & Analytics Architect
Core
Own the data strategy and reporting function for the Customer Support organization, capturing, structuring, and connecting data across CS systems to drive informed decision-making.
Role type
Senior IC Customer Support Systems & Analytics Architect
Builds
Holistic data reporting infrastructure and analytics capabilities for the CS organization
Domain
Customer Support operations, Data Analytics, SaaS/Fintech
Deliverable
dashboards & analysis
Required skills
Zendesk administration and configuration, SQL, BI tools (Omni, Metabase), data hygiene principles, analytical thinking, stakeholder communication
Preferred skills
AI chatbot/conversational analytics platforms, other CS tools (Intercom, Guru, Rippit), high-growth SaaS/fintech environment experience, data-driven workforce planning
Technologies
Zendesk, Zendesk Analytics, Omni, Metabase, SQL
Responsibilities
Build and maintain reports and dashboards for visibility into KPIs and trends; Configure Zendesk instances for clean, consistent data; Define and enforce data hygiene standards; Monitor and analyze data from AI chatbots; Translate data into actionable recommendations for leadership; Partner with cross-functional teams on data needs; Evaluate data capabilities of existing and new CS tools; Document data structures and reporting methodologies
Seniority
Senior, hands-on IC