CX Analytics Lead - Support Ops

Harvey; United States; On-site; USD 112,000 - 168,000; Full time

Job summary

Harvey is seeking a data-focused Support Operations Data Analyst to own analytics for the Customer Experience org. You’ll build dashboards, reports, and feedback loops to measure cSAT, TTR, QA scores, and escalation rates, working with the central data team to instrument the org for scale.

You’ll operate solo, translating complex data into clear narratives, partnering with Support Systems to capture the right data and ensure real-time visibility for leadership and cross-functional teams.

Qualifications

• 3–5 years of analytics experience, with at least 2 years in support operations or a closely adjacent function.
• Fluency in support platform data structures (e.g., Zendesk) and what data is produced or missing.
• SQL proficiency with complex queries across large datasets (CTEs, window functions, joins).
• Dashboard experience: built and maintained operational dashboards in Looker/Tableau/Sigma/Omni.
• Experience reporting to multiple audiences and strong data storytelling skills.
• Capable of solo work and pushing back on metric framing when needed.

Responsibilities

• Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready.
• Translate support data into clear narratives: what’s happening, why, and what to do.
• Track north star metrics: cSAT, TTR by tier, QA scores, escalation rates, and First Response Time.
• Build and maintain self-serve dashboards for real-time visibility.
• Collaborate with Support Systems to instrument Zendesk for required data.
• Connect support data to broader product and customer data sources with the central data team.
• Identify data gaps and define how to measure them; design feedback loops to product, engineering, and CS.
• Quantify operational cost of bugs, gaps, and onboarding failures; contribute to QA analytics.
• Track AI-driven support performance and surface actionable optimization insights.
• Support ad hoc analytical requests from leadership and senior stakeholders.

Skills

Analytics experience

SQL proficiency

Dashboards

Reporting

Data storytelling

Independent work

Zendesk data fluency

Tools

Looker

Tableau

Sigma

Omni

dbt

Python

Job description

Harvey is seeking a data-focused Support Operations Data Analyst to own analytics for the Customer Experience org. You’ll build dashboards, reports, and feedback loops to measure cSAT, TTR, QA scores, and escalation rates, working with the central data team to instrument the org for scale.

You’ll operate solo, translating complex data into clear narratives, partnering with Support Systems to capture the right data and ensure real-time visibility for leadership and cross-functional teams.