Support Operations Data Analyst

Why HarveyAt 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 OverviewUser Operations 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 User Operations 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 User Operations 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 DoOwn recurring reporting for User Operations — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiencesTranslate support data into clear narratives: what's happening, why, and what to do about itTrack and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response TimeBuild and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performancePartner with Support Systems to ensure Zendesk is instrumented to capture the data we needWork with Harvey's central data team to connect support data to broader product and customer data sourcesIdentify and close data collection gaps — if we can't measure it, help define how we shouldDesign feedback loops that connect support signals to Product, Engineering, and Customer SuccessQuantify the operational cost of product bugs, feature gaps, and onboarding failuresContribute to QA analytics as the QA program maturesTrack ticket deflection, AI/chatbot performance, and self-service effectivenessMeasure 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 toolsSupport ad hoc analytical requests from the Support Operations Manager, User Operations leadership, and senior stakeholdersWhat You HaveRequired3–5 years of experience in analytics, with at least 2 years directly in support operations, customer success operations, or a closely adjacent functionFluency in support platform data — you know how Zendesk (or equivalent) is structured, what data it produces, and what it doesn'tSQL 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 equivalentReporting for multiple audiences — you know the difference between what a frontline manager needs and what a CFO needs, and you build accordinglyStrong data storytelling — you don't just present numbers, you write the narrativeComfort 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 atStrong PlusExperience with Python for data manipulation or automationFamiliarity with dbt or similar data transformation toolingExperience building or contributing to QA analytics programsBackground supporting enterprise SaaS or AI-native productsExperience working with Zendesk APIs or extracting data beyond standard reportingKey AttributesAI-native: you use AI tooling actively in your analytical workflows — not as a novelty, but as a force multiplierPace: you move in hours and days, not weeks. You surface findings before anyone has to askJudgment: you know which metrics matter and which are vanity. You push back when framing is wrongClarity: your outputs are direct, jargon-free, and actionable. You write for the reader, not yourselfOwnership: you treat User Operations analytics as your problem to solve, not a ticket queue to processCompensation$112,000 - $168,000 USD