Support Operations Data Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $112k - $168k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

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Harvey

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

💰 $80.6G Series B on 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey is a professional class AI solution tailored specifically for law firms, professional service providers, and Fortune 500 companies. It offers a suite of domain-specific tools that enable users to delegate complex tasks in natural language to a customized personal assistant. Harvey's platform facilitates rapid research with grounded results across legal, regulatory, and tax domains, while also providing secure project workspaces for document analysis through generative AI. With a focus on enterprise-grade security and industry-leading AI models, Harvey aims to streamline workflows and free professionals, such as lawyers, from mundane tasks, enabling them to concentrate on strategic and advisory roles.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Comprehensive health, dental and vision coverage • Retirement benefits (401k match up to 4%) • Flexible PTO