Support Operations Data Analyst

Harvey AI Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• As Harvey's first Support Operations Data Analyst, you will own the analytics function for the User Operations org, building and maintaining dashboards, reports, and feedback loops that track north star metrics like cSAT, TTR, QA scores, and escalation rates to ensure the team is equipped with the right instrumentation as we scale.
• You will own recurring reporting for User Operations — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences, translating support data into clear narratives about what's happening, why, and what to do about it.
• You will sit within the Support Operations team, reporting to the Support Operations Manager, and work closely with User Operations leadership and Harvey's central data team to connect support data to broader product and customer data sources while ensuring Zendesk is properly instrumented to capture needed data.
• You will treat User Operations analytics as your problem to solve, operating solo with ownership, judgment, and clarity to surface findings fast, push back on incorrect metric framing, and use AI tooling as a force multiplier in your analytical workflows at Harvey's pace.

🎯 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
• 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

• $112,000 - $168,000 USD compensation range
• Opportunity to help build a generational company at a true inflection point with 1500+ customers in 60+ countries
• Work alongside world-class investor support and a team committed to intensity, ownership, and excellence
• Chance to do the best work of your career alongside people who share drive for decisiveness, simplicity, and continuous improvement
• Exposure to frontier agentic AI and enterprise-grade platform shaping the future of professional services
• Commitment to reasonable accommodations for applicants with disabilities and equal opportunity employment

Skills & Technologies

Python

Onsite

$112k-168k

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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