CX Data Analyst — AI-Driven Support Insights

Harvey; California (MO); On-site; USD 112,000 - 168,000; Full time

Job summary

Harvey is seeking an analytics-driven individual to own the Support Operations data function. You will build dashboards, reports, and feedback loops that reveal whether we are hitting CSAT, TTR, QA targets, and escalation metrics.

You will work with cross-functional teams to ensure the instrumentation scales with the company. This role is solo and demands independent judgment and fast execution in a fast-paced environment.

Qualifications

• 3–5 years of analytics experience, with at least 2 in support operations or a closely related function.
• Fluency in Zendesk data structures and reporting concepts.
• Strong SQL skills capable of querying large datasets and building meaningful dashboards.

Responsibilities

• Own recurring reporting for Customer Experience—weekly, monthly, and QBR-ready.
• Translate support data into clear narratives and actionable insights.
• Track north star metrics: cSAT, TTR by tier, QA scores, escalation rates.
• Build and maintain self-serve dashboards for real-time visibility.
• Collaborate with Support Systems to instrument Zendesk for data collection.
• Connect support data to product and customer data sources.

Skills

SQL proficiency

Dashboard storytelling

Data storytelling

Solo ownership

Education

Bachelor’s degree in a related field

Tools

Looker

Tableau

Sigma

Omni

Job description

Harvey is seeking an analytics-driven individual to own the Support Operations data function. You will build dashboards, reports, and feedback loops that reveal whether we are hitting CSAT, TTR, QA targets, and escalation metrics.

You will work with cross-functional teams to ensure the instrumentation scales with the company. This role is solo and demands independent judgment and fast execution in a fast-paced environment.