Harvey

1 month ago

Support Operations Data Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Harvey seeks a solo, analytics-focused professional to own the Support Operations data function. You’ll build dashboards, reports, and feedback loops to track north stars (cSAT, TTR, QA scores, escalation rates), translate data into actionable narratives, and partner with Product, Engineering, and Customer Success to optimize support and scale the organization.

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Key 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

Pay and Benefits

Salary: USD 112,000 - 168,000 annually

Equity and Bonus:Equity

Key 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

Experience:Enterprise SaaSAI-native

Skills:SQLZendeskLookerTableauSigmaOmniPythonDbtAPIData storytelling

Tech Stack:SQLZendeskLookerTableauSigmaOmniDbtPythonCTEsWindow functionsJoins

Company Brief

Harvey

Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Harvey

1 month ago

Support Operations Data Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Key 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

Pay and Benefits

Salary: USD 112,000 - 168,000 annually

Equity and Bonus:Equity

Key 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

Experience:Enterprise SaaSAI-native

Skills:SQLZendeskLookerTableauSigmaOmniPythonDbtAPIData storytelling

Tech Stack:SQLZendeskLookerTableauSigmaOmniDbtPythonCTEsWindow functionsJoins

Company Brief

Harvey

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor