First in Support Analytics: CX Data Insights

Harvey, Inc.; New York (NY); 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 organization. You will build dashboards, reports, and feedback loops to measure cSAT, TTR, QA scores, and escalation rates, surfacing insights to act on them.

This solo role requires strong SQL, Looker/Tableau skills, and the ability to tell a clear data narrative. You'll work with the Support Operations Manager and central data team, instrument Zendesk, and design data-driven routines that

Qualifications

• 3–5 years of analytics experience, with at least 2 years in support operations or related function.
• Fluency in support platform data and Zendesk structure.
• SQL skills with complex queries (CTEs, window functions, joins).
• Dashboard experience and ability to tailor reports for multiple audiences.
• Strong data storytelling and ability to work autonomously.

Responsibilities

• Own recurring reporting for Customer Experience (weekly, monthly, QBR-ready) for ops and leadership.
• Translate support data into clear narratives and actionable insights.
• Track north-star metrics: cSAT, TTR by tier, QA scores, escalation rates, and First Response Time.
• Build and maintain self-serve dashboards for real-time visibility.
• Collaborate with Support Systems to instrument Zendesk data.
• Connect support data to product and customer data with the central data team.
• Identify data gaps and define how to measure them.
• Design feedback loops linking support signals to Product, Engineering, and Customer Success.
• Quantify operational costs of bugs and onboarding failures.
• Contribute to QA analytics as the QA program matures.
• Track AI-driven support performance and containment/escalation metrics.
• Support ad hoc analytical requests from leadership.

Skills

Analytics experience

SQL proficiency

Dashboard experience

Reporting to multiple audiences

Data storytelling

Autonomy

Tools

Looker

Tableau

Sigma

Omni

Zendesk APIs

Job description

Harvey, Inc. is seeking a Support Operations Data Analyst to own analytics for the Customer Experience organization. You will build dashboards, reports, and feedback loops to measure cSAT, TTR, QA scores, and escalation rates, surfacing insights to act on them.

This solo role requires strong SQL, Looker/Tableau skills, and the ability to tell a clear data narrative. You'll work with the Support Operations Manager and central data team, instrument Zendesk, and design data-driven routines that