CX Data Analyst: AI-Driven Support Analytics

Harvey, Inc.; San Francisco (CA); Hybrid; USD 112,000 - 168,000; Full time

Job summary

Harvey, Inc. is seeking a Support Operations Data Analyst to own analytics for the Customer Experience function. You will build and maintain dashboards, reports, and feedback loops that track north-star metrics and surface insights for action.

You will work closely with the Support Operations Manager and the central data team, operating independently to ensure instrumentation scales with the business and with AI-driven support initiatives. This is a solo, high-responsibility role.

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 (Zendesk or equivalent) and data structures.
• SQL proficiency with complex queries across large datasets (CTEs, window functions, joins).
• Dashboard experience building and maintaining operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent.
• Reporting for multiple audiences (frontline managers vs CFO) with clear narratives.
• Strong data storytelling: you write the narrative, not just present numbers.
• Comfort operating solo; able to drive analyses without a team.

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, escalation rate to EPD, and First Response Time.
• Build and maintain self-serve dashboards that provide real-time visibility into support performance.
• Partner with Support Systems to ensure Zendesk is instrumented to capture required data.
• Connect support data to broader product and customer data sources with Harvey's central data team.
• Identify data collection gaps and define how we should measure them.

Skills

SQL proficiency

Data storytelling

Analytics

Dashboard experience

Independent work

Cross-functional communication

Tools

Looker

Tableau

Sigma

Omni

Zendesk

dbt

Job description

Harvey, Inc. is seeking a Support Operations Data Analyst to own analytics for the Customer Experience function. You will build and maintain dashboards, reports, and feedback loops that track north-star metrics and surface insights for action.

You will work closely with the Support Operations Manager and the central data team, operating independently to ensure instrumentation scales with the business and with AI-driven support initiatives. This is a solo, high-responsibility role.