Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate through advanced AI and a robust platform. They are seeking a Support Operations Data Analyst to own the analytics function for User Operations, build dashboards, and translate support data into actionable insights.
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
- 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, User Operations leadership, and senior stakeholders
Skills
- 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
- Strong data storytelling — you don't just present numbers, you write the narrative
- Comfort operating solo — you don't need a team around you to deliver, and you don't need a ticket to tell you what to look at
- Experience with Python for data manipulation or automation
- Familiarity with dbt or similar data transformation tooling
- Experience building or contributing to QA analytics programs
- Background supporting enterprise SaaS or AI-native products
- Experience working with Zendesk APIs or extracting data beyond standard reporting
Benefits
- Offers Equity
- Offers Bonus
Company Overview
Harvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis. It was founded in 2022, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://harvey.ai.Company H1B Sponsorship
Harvey has a track record of offering H1B sponsorships, with 5 in 2026, 1 in 2025. Please note that this does not guarantee sponsorship for this specific role.