CX Data Analyst
Hybrid (San Francisco)$112k - $168kFull-timePosted 4mo ago
About the role
Harvey seeks a solo Analytics role to own and advance the Customer Experience analytics function. You’ll build dashboards, reports, and feedback loops to measure north-star metrics (cSAT, TTR, QA scores, escalation rates, etc.), surface actionable insights, and partner with the central data team to instrument data for scale.
Responsibilities
- Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences
- Translate support data into clear narratives: what's happening, why, and what to do about it
- Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time
- Build and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performance
- Partner with Support Systems to ensure Zendesk is instrumented to capture the data we need
- Work with Harvey's central data team to connect support data to broader product and customer data sources
- Identify and close data collection gaps — if we can't measure it, help define how we should
- Design feedback loops that connect support signals to Product, Engineering, and Customer Success
- Quantify the operational cost of product bugs, feature gaps, and onboarding failures
- Contribute to QA analytics as the QA program matures
- Track ticket deflection, AI/chatbot performance, and self-service effectiveness
- Measure the impact of AI-driven support — containment rate, escalation rate from AI interactions, resolution quality
- Support ad hoc analytical requests from the Support Operations Manager, Customer Experience leadership, and senior stakeholders
Qualifications
- 3–5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent function
- Fluency in support platform data — knowledge of Zendesk (or equivalent) structure and data
- SQL proficiency — ability to write complex queries (CTEs, window functions, cross-schema joins)
- Dashboard experience — built and maintained operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent
- Reporting for multiple audiences — tailoring output for frontline managers vs. CFO
- Strong data storytelling — ability to craft narratives from data
- Comfort operating solo — capable of delivering without a team or ticket-driven guidance
Skills
Required:SQLDashboardingData storytellingSupport analytics
Benefits
- Comprehensive health, dental and vision coverage
- 401k match up to 4%
- flexible PTO
- equity plan and benefits program eligibility
Last updated Sep 2, 2026. Interested? Apply on the company site.
About Harvey
Professional Class AI
Harvey is a platform built to meet the standards of the world’s leading professional service firms.
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