CX Data Analyst

Harvey
San Francisco
Workplace: RemoteFull timeUSD 112,000 - 168,000 annuallyFunction: Data Analytics & Business IntelligenceExperience: 3-5 yearsSkills: ["Communication","Problem-solving"]

Dedicated analytics role within the User Operations team to own the analytics function, build dashboards and reports, track north-star metrics (cSAT, TTR, QA scores, escalation rates), and drive data-informed decisions across Product, Engineering, and Customer Success as Harvey scales.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Harvey
Harvey
2 months ago

CX Data Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

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

Job Summary

Dedicated analytics role within the User Operations team to own the analytics function, build dashboards and reports, track north-star metrics (cSAT, TTR, QA scores, escalation rates), and drive data-informed decisions across Product, Engineering, and Customer Success as Harvey scales.
Location: San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

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 yearsEnterprise SaaSAI-native
Skills:CommunicationProblem-solving
Languages:English
Tech Stack:SQLZendeskLookerTableauDbtPythonOmniSigma

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
WebsiteLinkedInGlassdoor