Support Operations Data Analyst
Harvey · United States
- Hybrid
- Full-time
- $140,000 / year
- United States
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Subject: Interested in the Support Operations Data Analyst role at Harvey
Hi Dana — I came across the Support Operations Data Analyst opening and wanted to reach out directly. I've spent the last few years doing exactly this kind of work, and Harvey stood out because…
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Job highlights
- Own analytics for User Operations.
- Build dashboards and reports for stakeholders.
- Track key support metrics like CSAT and TTR.
- Translate data into actionable insights.
- Work independently to drive data initiatives.
About the role
About 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. With 1500+ customers in 60+ countries, 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
User 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 Do
- 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
What You Have
- 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
Strong Plus
- 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
Key Attributes
- AI-native: you use AI tooling actively in your analytical workflows — not as a novelty, but as a force multiplier
- Pace: you move in hours and days, not weeks. You surface findings before anyone has to ask
- Judgment: you know which metrics matter and which are vanity. You push back when framing is wrong
- Clarity: your outputs are direct, jargon-free, and actionable. You write for the reader, not yourself
- Ownership: you treat User Operations analytics as your problem to solve, not a ticket queue to process
Compensation
$112,000 - $168,000 USD
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].
Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
Key skills/competency
- Support Operations Data Analyst
- Data Analysis
- SQL
- Dashboarding
- Zendesk
- Customer Satisfaction (CSAT)
- Time to Resolution (TTR)
- Quality Assurance (QA)
- Data Storytelling
- Python
Skills & topics
- Support Operations Data Analyst
- Data Analysis
- SQL
- Business Intelligence
- Customer Support
- SaaS
- Analytics
- Reporting
- Dashboarding
- Data Storytelling
How to get hired
- Tailor your resume: Highlight SQL, data storytelling, and support analytics experience.
- Showcase dashboard skills: Mention specific tools like Looker, Tableau, or Sigma.
- Emphasize solo work: Detail instances where you owned analytics independently.
- Quantify achievements: Use numbers to show impact on metrics like CSAT or TTR.
- Align with values: Research Harvey's mission and values for your application.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of a Support Operations Data Analyst at Harvey?
- The Support Operations Data Analyst at Harvey will own the analytics function for the User Operations team. This involves building and maintaining dashboards, reports, and feedback loops to track key performance indicators such as cSAT, TTR, and QA scores. You will translate support data into clear narratives, identify data gaps, and ensure proper instrumentation of systems like Zendesk to support scalability and AI-driven support initiatives.
- What technical skills are essential for the Support Operations Data Analyst role at Harvey?
- Essential technical skills include strong SQL proficiency for complex queries, experience building and maintaining operational dashboards using tools like Looker, Tableau, or Sigma, and fluency in understanding support platform data (e.g., Zendesk). Experience with Python for data manipulation and a familiarity with dbt are considered strong pluses.
- How does Harvey leverage AI in its support operations, and how would a Data Analyst contribute?
- Harvey integrates AI into its support operations to improve efficiency and effectiveness. As a Support Operations Data Analyst, you would measure the impact of AI-driven support, tracking metrics like containment rate and escalation rates from AI interactions. Your findings will directly influence how Harvey tunes and invests in these AI tools, making it a crucial role in optimizing AI performance.
- What does it mean to operate independently as a Support Operations Data Analyst at Harvey?
- Operating independently means you are expected to own the analytics function for User Operations without direct supervision or a team. This requires self-direction, confidence in pushing back on metric framing, and the ability to proactively identify and address analytical needs. You should be comfortable delivering high-quality work at Harvey's fast pace.
- How can I best demonstrate my data storytelling abilities for this Support Operations Data Analyst role at Harvey?
- To demonstrate your data storytelling skills, focus on how you translate complex data into clear, actionable narratives. Highlight examples where you've explained not just 'what' is happening in the data, but also 'why' and 'what to do about it.' Your resume and application should emphasize your ability to communicate insights effectively to diverse audiences, from ops teams to senior leadership.
- What is Harvey's approach to company culture and values?
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