Harvey
CX Data Analyst
$112K–$168K
Remote · Remote · Full-time · Posted Jun 15, 2026
- Experience
- 3–5 years in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent function.
About the job
Own analytics for Harvey’s Customer Experience organization, building reporting and dashboards and turning support data into actionable insights.
What you'll do
- Deliver recurring reports and self-serve dashboards, tracking Customer Experience metrics such as cSAT, TTR, QA scores, and escalation rates.
- Connect and improve support data, instrumentation, and feedback loops with Support Systems, the central data team, and cross-functional partners.
- Analyze support and AI-driven support performance, quantify operational issues, and communicate findings to guide decisions.
What they ask for
- 3–5 years of analytics experience, including at least 2 years in support operations, customer success operations, or a closely adjacent function.
- Fluency with Zendesk or equivalent support-platform data.
- SQL proficiency, including complex queries using CTEs, window functions, and joins across schemas.
- Experience building and maintaining operational dashboards; reporting for multiple audiences and strong data storytelling.
Nice to have
- Python for data manipulation or automation; dbt or similar data transformation tooling.
- QA analytics experience, enterprise SaaS or AI-native product background, or experience with Zendesk APIs.
Pay
$112,000 - $168,000 USD (base salary)
Tools
Zendesk, SQL, Looker, Tableau, Sigma, Omni, Python, dbt
AI focus
Track ticket deflection, chatbot performance, and self-service effectiveness; measure AI-support containment, escalation, and resolution quality. The analyst is expected to use AI tooling in analytical workflows.
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