Job Overview
Location
Remote
Job Type
Full-time
Category
Data & Analytics
Date Posted
June 16, 2026
Full Job Description
đź“‹ 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 surface actionable insights.
- • You will own recurring reporting (weekly, monthly, QBR-ready), translate support data into clear narratives, build self-serve dashboards, partner with Support Systems and the central data team to instrument Zendesk and connect support data to broader product and customer sources, identify data gaps, design feedback loops to Product, Engineering, and Customer Success, quantify operational costs of product bugs and onboarding failures, contribute to QA analytics, track AI/chatbot performance, and support ad hoc requests from leadership.
- • 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 ensure the org has the right instrumentation as we scale in a fast-paced, mission-driven environment.
- • You will develop expertise in support analytics, data storytelling, and cross-functional influence while operating independently in a solo role, gaining ownership over a critical analytics function at a high-growth AI company transforming professional services.
🎯 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
- • Competitive compensation range of $112,000 - $168,000 USD
- • Opportunity to help build a generational company at a true inflection point with 1500+ customers in 60+ countries
- • Work alongside world-class talent in a mission-driven culture that values Decisiveness, Simplicity, and Job's Not Finished
- • Remote work flexibility with access to Harvey’s applicant privacy notices and accommodations for disabilities
- • Exposure to cutting-edge agentic AI and enterprise-grade platform shaping the future of professional services
- • Autonomy to own and scale the Support Operations analytics function from the ground up
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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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