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

Dedicated analytics role within the User Operations team to own the analytics function, build dashboards and reports, track north-star metrics (cSAT, TTR, QA scores, escalation rates), and drive data-informed decisions across Product, Engineering, and Customer Success as Harvey scales.

Location: San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

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

Perks:EquityAnnual Bonus

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:3-5 yearsEnterprise SaaSAI-native

Skills:CommunicationProblem-solving

Languages:English

Tech Stack:SQLZendeskLookerTableauDbtPythonOmniSigma

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: San Francisco

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

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

Perks:EquityAnnual Bonus

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:3-5 yearsEnterprise SaaSAI-native

Skills:CommunicationProblem-solving

Languages:English

Tech Stack:SQLZendeskLookerTableauDbtPythonOmniSigma

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