CX Data Analyst - AI-Driven Support Insights

Dataroles; Northern (KY); Hybrid; USD 112,000 - 168,000; Full time

Job summary

Harvey is seeking a Support Operations Data Analyst to own analytics for Customer Experience. You will build dashboards, reports, and feedback loops to measure north star metrics and surface actionable insights.

Collaboration with the central data team and cross-functional partners is key to scaling our data-instrumented service. You will work solo, ensuring instrumentation is accurate, narratives are clear, and dashboards drive decisions.

Qualifications

• 3–5 years of analytics experience, with at least 2 years in support/customer operations.

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, bug escalation rate to EPD, and First Response Time
• Build and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performance
• Partner with Support Systems to ensure Zendesk is instrumented to capture the data we need
• Work with Harvey's central data team to connect support data to broader product and customer data sources
• Identify and close data collection gaps — if we can't measure it, help define how we should
• Design feedback loops that connect support signals to Product, Engineering, and Customer Success
• Quantify the operational cost of product bugs, feature gaps, and onboarding failures
• Contribute to QA analytics as the QA program matures
• Track ticket deflection, AI/chatbot performance, and self-service effectiveness
• Measure the impact of AI-driven support — containment rate, escalation rate from AI interactions, resolution quality — and surface findings that drive how we tune and invest in those tools
• Support ad hoc analytical requests from the Support Operations Manager, Customer Experience leadership, and senior stakeholders

Skills

SQL

Dashboarding

Zendesk data

Data storytelling

Solo operator

Python

dbt

QA analytics

Enterprise SaaS

Zendesk APIs

Tools

Looker

Tableau

Sigma

Omni

Job description

Harvey is seeking a Support Operations Data Analyst to own analytics for Customer Experience. You will build dashboards, reports, and feedback loops to measure north star metrics and surface actionable insights.

Collaboration with the central data team and cross-functional partners is key to scaling our data-instrumented service. You will work solo, ensuring instrumentation is accurate, narratives are clear, and dashboards drive decisions.