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CX Data Analyst

Harvey· Customer Experience
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Remote$112k - $168kFull-timePosted 4mo ago

About the role

First Support Operations Data Analyst for Harvey, owning analytics for the Customer Experience organization, building dashboards and reports, and surfacing insights to improve key metrics such as cSAT, TTR, QA scores, and escalation rates.

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 — and surface findings that drive how we tune and invest in those tools
  • 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 — you know how Zendesk (or equivalent) is structured, what data it produces, and what it doesn't
  • SQL proficiency — you can write complex queries against large datasets without hand-holding (CTEs, window functions, joins across schemas)
  • Dashboard experience — you've built and maintained operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent
  • Reporting for multiple audiences — you know the difference between what a frontline manager needs and what a CFO needs, and you build accordingly
  • Strong data storytelling — you don't just present numbers, you write the narrative
  • Comfort operating solo — you don't need a team around you to deliver, and you don't need a ticket to tell you what to look at

Skills

Required:SQLData storytellingDashboard/BI

Benefits

  • Comprehensive health, dental and vision coverage
  • retirement benefits (401k match up to 4%)
  • flexible PTO
Last updated Sep 2, 2026. Interested? Apply on the company site.
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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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