Support Operations Data Analyst

Harvey | New York City, New York, US | hybrid

Apply for the Support Operations Data Analyst role at Harvey in New York City. Full-time hybrid opportunity paying USD 112,000-168,000 for experienced support analytics professionals.

Job description

Harvey is hiring a Support Operations Data Analyst for a full-time hybrid role in New York City. This position owns analytics for Harvey's User Operations organization, building dashboards, reports, metrics, and feedback loops that help the support organization understand performance and improve customer outcomes. The analyst will work closely with Support Operations, User Operations leadership, Support Systems, and Harvey's central data team.

Responsibilities

  • Own recurring weekly, monthly, and QBR-ready reporting for User Operations.
  • Translate support data into clear narratives that explain what is happening, why it is happening, and what actions should follow.
  • Track and maintain core support metrics including customer satisfaction, time to resolution, QA scores, escalation rates, and first response time.
  • Build and maintain self-service dashboards that provide real-time visibility into support performance.
  • Partner with Support Systems to ensure Zendesk is instrumented to capture the required data.
  • Connect support data to broader product and customer datasets in partnership with Harvey's central data team.
  • Identify data-collection gaps and help define improved measurement approaches.
  • Design feedback loops connecting support signals to Product, Engineering, and Customer Success.
  • Quantify the operational impact of product bugs, feature gaps, and onboarding failures.
  • Support QA analytics and measure ticket deflection, chatbot performance, and self-service effectiveness.
  • Measure AI-driven support outcomes such as containment rate, escalation rate, and resolution quality.
  • Support ad hoc analytical requests from Support Operations and senior stakeholders.

Requirements

  • 3-5 years of experience in analytics.
  • At least 2 years directly in support operations, customer success operations, or a closely adjacent function.
  • Strong understanding of support-platform data, including Zendesk or an equivalent system.
  • SQL proficiency, including complex queries, CTEs, window functions, and joins across schemas.
  • Experience building and maintaining operational dashboards in Looker, Tableau, Sigma, Omni, or similar tools.
  • Ability to create reporting for different audiences, from frontline managers to senior executives.
  • Strong data storytelling and ability to turn analysis into clear, actionable recommendations.
  • Ability to operate independently and own the analytics function without requiring a large supporting team.
  • Strong judgment, speed, clarity, and ownership in a fast-moving operating environment.
  • Active use of AI tools as part of analytical workflows.

Skills

  • Data Analytics
  • Support Operations Analytics
  • Customer Success Operations
  • SQL
  • Zendesk
  • Looker
  • Tableau
  • Sigma
  • Omni
  • Dashboard Development
  • Operational Reporting
  • Data Storytelling
  • Customer Satisfaction Analytics
  • Time-to-Resolution Analytics
  • QA Analytics
  • First Response Time
  • AI Support Analytics
  • Chatbot Analytics
  • Self-Service Analytics
  • Data Instrumentation
  • Cross-Functional Collaboration
  • Stakeholder Reporting
  • Strong Plus