CX Data Analyst – Support Operations

Harvey; New York (NY); On-site; USD 112,000 - 168,000; Full time

Job summary

Harvey is seeking a data-driven Support Operations Data Analyst to own analytics for the Customer Experience org. You’ll build dashboards, reports, and feedback loops to track CSAT, TTR, QA scores, and escalation rates, enabling action at scale.

You will work closely with the Support Operations Manager and central data team, independently driving instrumentation and insights while shaping how metrics are framed and reported.

Qualifications

• 3–5 years of analytics experience, with at least 2 years in support operations or related function.
• Fluency with Zendesk data structures and what data it produces.
• Ability to write complex SQL queries (CTEs, window functions, joins).
• Experience building/maintaining dashboards in Looker/Tableau/Sigma/Omni.

Responsibilities

• Own recurring reporting for Customer Experience — weekly, monthly, and QBR-ready — 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 for real-time visibility into support performance.
• Partner with Support Systems to ensure Zendesk is instrumented to capture required data.
• Collaborate with central data team to connect support data to broader product/customer data sources.
• Identify and close data collection gaps; define how we should measure what we cannot yet measure.
• Design feedback loops linking support signals to Product, Engineering, and Customer Success.

Skills

SQL proficiency

Data storytelling

Dashboarding

Zendesk data

Tools

Looker

Tableau

Sigma

Omni

dbt

Zendesk API

Job description

Harvey is seeking a data-driven Support Operations Data Analyst to own analytics for the Customer Experience org. You’ll build dashboards, reports, and feedback loops to track CSAT, TTR, QA scores, and escalation rates, enabling action at scale.

You will work closely with the Support Operations Manager and central data team, independently driving instrumentation and insights while shaping how metrics are framed and reported.