Customer Support Systems & Analytics Lead

About Our Client

This organization operates within the customer support sector, addressing challenges related to managing complex operations across multiple channels, an expanding business process outsourcing (BPO) model, and advanced AI automation. The company is evolving its data strategy from fragmented, project-based support to comprehensive ownership to enhance operational efficiency and decision-making.

About the Opportunity

The Customer Support Systems & Analytics Lead is responsible for owning the data strategy and reporting function within the Customer Support organization. This role ensures the capture, structuring, and connection of data across support systems to provide reliable insights that drive informed decisions. The position bridges data, operations, and customer experience, supporting leadership and stakeholders with actionable analytics to measure performance and identify improvement opportunities.

Responsibilities

• Architect, build, and maintain unified analytics reports and executive dashboards highlighting core key performance indicators (KPIs) and channel trends across global customer support teams
• Partner directly with system administrators to configure multi-channel support platforms for clean, consistent, and architecturally sound data capture
• Define, implement, and systematically enforce rigorous data hygiene standards and validation rules across all active support databases
• Monitor and analyze AI chatbot interactions and conversational data streams to support continuous quality reviews and automated decision-making workflows
• Translate complex quantitative datasets into clear, actionable recommendations for capacity planning, tool provisioning, process engineering, and macro strategy
• Collaborate productively with cross-functional partners in Product, Data Engineering, and Strategic Finance to align and fulfill advanced corporate reporting needs
• Evaluate the deep data and integration capabilities of current and prospective customer support tools to recommend optimal stack configurations
• Author, organize, and maintain detailed data dictionaries, reporting methodologies, and system configuration blueprints for corporate knowledge retention

Requirements

• Five (5) to eight (8) years of progressive professional experience in data analytics, business intelligence, or systems analysis, with a clear focus on customer support environments or complex operations
• Hands-on proficiency with Zendesk administration and analytics, including deep configuration workflows, custom ticket routing fields, and explore dashboard creation
• High technical proficiency utilizing SQL for complex data extraction alongside advanced experience building views in modern BI tools such as Omni or Metabase
• Exceptional analytical, quantitative, and problem-solving skills with a proven capability to turn raw, fragmented datasets into clear business insights
• Demonstrated success designing intuitive dashboards and storytelling reports tailored specifically for non-technical leadership and cross-functional partners
• Comprehensive knowledge of data hygiene principles, database normalization, and the direct impact of front-end system configurations on back-end data quality
• Excellent verbal and written communication skills suitable for presenting technical findings to senior executives and diverse stakeholder tiers
• Solid collaborative background working synchronously within integrated Operations, Product, and Engineering team environments
• Preferred Qualifications: Prior experience optimizing data strategies that account for hybrid human-agent and automated AI/chatbot conversational workflows, experience auditing or managing the data integrity of external business process outsourcing (BPO) vendor systems

Pay Range and Compensation Package

The target baseline salary framework for US-based employees (calibrated by geographic market) is as follows:

• Tier A (Major Metro Markets): $154,200.00 to $192,800.00 USD annually
• Tier B (All Other US Locations): $138,800.00 to $173,500.00 USD annually

The target baseline salary framework for Canada-based employees is as follows:

• CAD $145,800.00 to CAD $182,200.00 annually

Total reward structures feature competitive base pay paired with corporate equity allocations (stock options/RSUs) and localized wellness benefits.

Benefits & Perks

Comprehensive corporate benefits parameters—including specific health insurance networks, paid time off accruals, retirement matching architectures, and equity vesting schedules—will be reviewed thoroughly by the talent acquisition team during the initial evaluation stages.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.