[Remote] Support Operations Data Analyst

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.

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