Support Operations Data Analyst
$112,000–$168,000 year
Remote · San Francisco, California, United States
Job Summary
Support Operations Data Analyst role at Harvey. Own analytics for the User Operations organization, building and maintaining dashboards and reports to track north-star metrics (cSAT, TTR, QA scores, escalation rates) and surface actionable insights. Responsible for instrumenting Zendesk data, connecting support data to broader product and customer data sources, identifying data gaps, and designing feedback loops to inform Product, Engineering, and Customer Success. Must be able to work independently, communicate clearly to diverse audiences, and translate data into narratives and recommendations. Requires 3–5 years of analytics experience with emphasis on support operations, proficiency with SQL, and experience building dashboards in Looker, Tableau, Sigma, Omni, or equivalent; strong data storytelling and the ability to tailor insights for different stakeholders. Strong plus: Python for data manipulation, dbt, QA analytics, enterprise SaaS/AI-native product experience, and Zendesk APIs.
Required Qualifications
- 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 — knowledge of Zendesk or equivalent
- SQL proficiency — ability to write complex queries against large datasets
- Dashboard experience — built and maintained operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent
- Reporting for multiple audiences — tailoring outputs to frontline managers and CFOs
- Strong data storytelling — ability to write clear narratives with data
- Comfort operating solo — independent contributor capable of delivering without a team
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