CX Analytics Specialist — AI-Driven Support Ops

Harvey; San Francisco (CA); On-site; USD 112,000 - 168,000; Full time

Job summary

Harvey is hiring a Support Operations Data Analyst to own analytics for the Customer Experience organization. You’ll build dashboards and reports that surface the signals behind CS metrics and reveal opportunities for improvement at scale.

You’ll work solo, collaborate with Harvey’s central data team, and ensure the Zendesk instrumentation is robust. The role emphasizes data storytelling, cross‑functional partnerships, and rapid iteration to drive better customer outcomes.

Qualifications

• 3–5 years of analytics experience, with at least 2 years in support/CS ops or a closely adjacent function.
• Fluency in support platform data and Zendesk structures.
• SQL proficiency with complex queries (CTEs, window functions, joins).
• Dashboard experience in Looker, Tableau, Sigma, Omni, or equivalent.
• Reporting for multiple audiences (frontline managers to CFO).
• Strong data storytelling and solo-operational capability.

Responsibilities

• Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready.
• Translate support data into clear narratives and recommended actions.
• Track and maintain north star metrics: cSAT, TTR by tier, QA scores, escalation rate.
• Build and maintain self-serve dashboards for real-time visibility.
• Ensure Zendesk instrumentation captures needed data.
• Connect support data to broader product and customer data sources.
• Identify data gaps and define measurement approaches.
• Design feedback loops linking support signals to Product, Eng, and CS.
• Quantify operational cost of product bugs and onboarding gaps.
• Support ad hoc analytical requests from leadership.

Skills

SQL

Dashboarding

Looker

Tableau

Analytics

Zendesk

Python

Tools

dbt

Job description

Harvey is hiring a Support Operations Data Analyst to own analytics for the Customer Experience organization. You’ll build dashboards and reports that surface the signals behind CS metrics and reveal opportunities for improvement at scale.

You’ll work solo, collaborate with Harvey’s central data team, and ensure the Zendesk instrumentation is robust. The role emphasizes data storytelling, cross‑functional partnerships, and rapid iteration to drive better customer outcomes.