CX Data Analyst

Harvey
United States
Workplace: RemoteFull timeUSD 112,000 - 168,000 annuallyFunction: Data Analytics & Business IntelligenceExperience: 3-5 yearsSkills: ["Communication","Problem-solving","Data storytelling","Sql","Dashboarding","Looker","Tableau","Data visualization"]

The first dedicated Support Operations Data Analyst for User Operations, you’ll own analytics, dashboards, and reporting to measure cSAT, TTR, QA scores, and escalation rates. You’ll translate support data into clear narratives, build self-serve dashboards, integrate Zendesk data, and partner with the central data team to connect support signals to product and customer data.

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Harvey
Harvey
2 months ago

CX Data Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

The first dedicated Support Operations Data Analyst for User Operations, you’ll own analytics, dashboards, and reporting to measure cSAT, TTR, QA scores, and escalation rates. You’ll translate support data into clear narratives, build self-serve dashboards, integrate Zendesk data, and partner with the central data team to connect support signals to product and customer data.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence

Key Responsibilities

  • •Own recurring reporting for User Operations — 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

Pay and Benefits

Salary: USD 112,000 - 168,000 annually
Equity and Bonus:Equity
Perks:EquityAnnual Bonus

Key Requirements

  • •3–5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent function
  • •Fluency in support platform data — you know how Zendesk (or equivalent) is structured, what data it produces, and what it doesn't
  • •SQL proficiency — you can write complex queries against large datasets without hand-holding (CTEs, window functions, joins across schemas)
  • •Dashboard experience — you've built and maintained operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent
  • •Reporting for multiple audiences — you know the difference between what a frontline manager needs and what a CFO needs, and you build accordingly
Experience:3-5 yearsSupport operationsCustomer success operationsAnalyticsData analytics
Skills:CommunicationProblem-solvingData storytellingSqlDashboardingLookerTableauData visualization
Languages:English
Tech Stack:SQLZendeskLookerTableauSigmaOmniPythonDbtAPIs

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
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