Harvey
CX Data Analyst
Remote. The employer does not say where candidates may be based.
Location not stated
Employer listed it 3 months ago · Added 2 days ago
Been open since 3 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
$112,000 to $168,000
Location
Location not stated
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Data
Published by the employer
Remote flexibility
Undisclosed
The listing is advertised as remote but does not state which countries or regions candidates may work from.
Why this role is Undisclosed
We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.
- Countries you can work from: Not stated. The advert only gives "Remote", which names no country you must live in.
- Whether the work is remote: Never mentioned. The role reached us through a remote job board, but the advert itself doesn't say the work is remote.
- Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.
Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.
What the employer says
- Source listing states candidate location: "Remote"
What Nomaders makes of it
- No residency or region requirement found in the job description
- Check with the employer before assuming you can work from abroad
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Why Harvey
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
Customer Experience runs on data — but right now, that data lives in too many places, speaks too many languages, and reaches the wrong people too late. This role exists to fix that.
As Harvey's first Support Operations Data Analyst, you'll own the analytics function for the Customer Experience org. You'll build and maintain the dashboards, reports, and feedback loops that tell us whether we're hitting our north stars — cSAT, TTR, QA scores, escalation rates — and surface the signal underneath the numbers so we can act on it. You'll sit within the Support Operations team, reporting to the Support Operations Manager, and work closely with Customer Experience leadership and Harvey's central data team to ensure the org is equipped with the right instrumentation as we scale.
This is a solo role. You won't have a team beneath you. You will need to be fluent enough in support analytics to hold the function independently, confident enough to push back on how metrics are framed, and fast enough to operate at Harvey's pace.
What You'll Do
Own recurring reporting for Customer Experience — 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
Work with Harvey's central data team to connect support data to broader product and customer data sources
Identify and close data collection gaps — if we can't measure it, help define how we should
Design feedback loops that connect support signals to Product, Engineering, and Customer Success
Quantify the operational cost of product bugs, feature gaps, and onboarding failures
Contribute to QA analytics as the QA program matures
Track ticket deflection, AI/chatbot performance, and self-service effectiveness
Measure the impact of AI-driven support — containment rate, escalation rate from AI interactions, resolution quality — and surface findings that drive how we tune and invest in those tools
Support ad hoc analytical requests from the Support Operations Manager, Customer Experience leadership, and senior stakeholders
What You Have
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
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, undisclosed, matches where you plan to live and work.
- 2Tailor your CV to the role at Harvey, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 3d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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