CX Data Analyst
Harvey · Remote · Remote ·
COMPENSATION
$112k – $168k
Listed on the employer's job board (Ashby)
- Fully remote
- 3-5 years experience
- SQL + Zendesk
- Solo analytics role
- AI-native environment
As the first Support Operations Data Analyst at Harvey, you will independently manage the analytics function for Customer Experience. You will build self-serve dashboards, track north star metrics like cSAT and TTR, and partner with central data teams to instrument Zendesk effectively. The role requires turning complex support data into clear stories for leadership and ops teams.
What you'll do
- Own recurring weekly, monthly, and quarterly reporting for diverse audiences
- Translate support data into clear narratives explaining trends and actions
- Track key metrics including cSAT, TTR, QA scores, and escalation rates
- Build and maintain self-serve dashboards for real-time visibility
- Partner with Support Systems to ensure proper Zendesk instrumentation
- Connect support data with broader product and customer data sources
- Identify and close data collection gaps to improve measurement
- Quantify operational costs of product bugs and onboarding failures
- Measure impact of AI-driven support tools and containment rates
What you'll need
- 3-5 years in analytics with 2+ years in support or CS operations
- Deep understanding of Zendesk data structure and limitations
- Proficient in SQL with ability to write complex queries independently
- Experience building operational dashboards in Looker, Tableau, or similar
- Ability to tailor reports for both frontline managers and executives
- Strong data storytelling skills to provide context beyond numbers
- Comfortable working independently without direct supervision
Nice to have
- Experience using Python for data manipulation or automation
- Familiarity with dbt or similar data transformation tools
- Background in building QA analytics programs
- Experience supporting enterprise SaaS or AI-native products
- Knowledge of Zendesk APIs for advanced data extraction
Stack
- Zendesk
- SQL
- Looker
- Tableau
- Sigma
- Omni
- Python
- dbt
How you'll work
- Fully remote position
- Reports to Support Operations Manager
- Solo role with no direct reports