Support Operations Data Analyst

Stack

Responsibilities

• ▹Own recurring reporting for User Operations (weekly, monthly, QBR-ready) tailored to ops, leadership and cross-functional audiences
• ▹Translate support data into clear narratives about 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, and First Response Time
• ▹Build and maintain self-serve dashboards for real-time support performance visibility
• ▹Partner with Support Systems to ensure Zendesk is properly instrumented
• ▹Work with the central data team to connect support data to broader product and customer data
• ▹Identify and close data collection gaps
• ▹Design feedback loops connecting support signals to Product, Engineering and Customer Success
• ▹Quantify the operational cost of product bugs, feature gaps and onboarding failures
• ▹Track ticket deflection, AI/chatbot performance and self-service effectiveness
• ▹Measure the impact of AI-driven support, including containment rate, escalation rate and resolution quality

Requirements

• ▹3-5 years of experience in analytics, including at least 2 years directly in support operations or customer success operations
• ▹Fluency in support platform data (e.g. Zendesk structure)
• ▹SQL proficiency: complex queries including CTEs, window functions, and joins across schemas
• ▹Dashboard experience in Looker, Tableau, Sigma, or Omni
• ▹Experience reporting for multiple audiences
• ▹Strong data storytelling skills
• ▹Comfort operating solo without a team

Nice to have

• ▹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

Soft skills

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI with an enterprise-grade platform. The company serves 1,500+ customers in 60+ countries and is scaling rapidly.