CX Data Analyst — AI-Driven, Fast-Paced, Solo Role

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

Job summary

Harvey in San Francisco is hiring a Support Operations Data Analyst to own analytics for the Customer Experience org. You will build dashboards, reports, and feedback loops that reveal whether we’re hitting north stars like cSAT, TTR, and QA scores, and surface the signal beneath the numbers so we can act on it.

You’ll sit within Support Operations and collaborate with the central data team to ensure proper instrumentation as we scale.

Qualifications

• 3–5 years of analytics experience, with at least 2 years in support operations or related function.
• Fluency in support platform data (Zendesk or equivalent)
• SQL proficiency with complex queries
• Dashboard experience with Looker, Tableau, Sigma, Omni (or equivalent)
• Reporting for multiple audiences and strong data storytelling
• Comfort operating solo and delivering without a team

Responsibilities

• Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready for 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 giving real-time visibility into support performance
• Partner with Support Systems to instrument Zendesk for data capture
• Collaborate with central data team to connect support data to product and customer sources
• Identify data collection gaps and define how we should measure them
• Design feedback loops connecting support signals to Product, Engineering, and Customer Success
• Quantify operational cost of bugs, feature gaps, and onboarding failures
• Contribute to QA analytics as the QA program matures
• Track deflection, AI/chatbot performance, and self-service effectiveness
• Measure impact of AI-driven support and surface findings to tune tools
• Support ad hoc analytical requests from leadership and senior stakeholders

Skills

Analytics experience

Support operations

SQL proficiency

Dashboard tools

Data storytelling

Independent work

Tools

Looker

Tableau

Sigma

Omni

Job description

Harvey in San Francisco is hiring a Support Operations Data Analyst to own analytics for the Customer Experience org. You will build dashboards, reports, and feedback loops that reveal whether we’re hitting north stars like cSAT, TTR, and QA scores, and surface the signal beneath the numbers so we can act on it.

You’ll sit within Support Operations and collaborate with the central data team to ensure proper instrumentation as we scale.