Support Operations Data Analyst

Stack

Responsibilities

• ▹Own recurring reporting for User Operations (weekly, monthly, QBR-ready)
• ▹Translate support data into clear narratives: what's happening, why, and what to do
• ▹Track north-star metrics: cSAT, TTR by tier, QA scores, escalation rate, First Response Time
• ▹Build and maintain self-serve dashboards for real-time visibility
• ▹Partner with Support Systems and the central data team to close data gaps
• ▹Measure the impact of AI-driven support tools (containment/escalation rate, resolution quality)

Requirements

• ▹3-5 years of analytics experience, including 2+ years in support operations or an adjacent function
• ▹Fluency in support platform data (e.g. Zendesk)
• ▹SQL proficiency (CTEs, window functions, joins across large datasets)
• ▹Experience building dashboards in Looker, Tableau, Sigma, Omni, or similar
• ▹Strong data storytelling skills, reporting for multiple audiences
• ▹Comfortable 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 QA analytics programs
• ▹Background supporting enterprise SaaS or AI-native products
• ▹Experience with Zendesk APIs beyond standard reporting

Soft skills

What we offer

• ▹Annual compensation range: $112,000 - $168,000 USD (depending on location)

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. With 1,500+ customers in 60+ countries, the company is scaling fast while defining a new category.