Why Harvey

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. With 1500 customers in 60 countries strong product-market fit and world-class investor support were scaling fast and defining a new category in real time. The work is ambitious the bar is high and the opportunity for growth personal professional and financial is unmatched.

Our team moves fast takes ownership and is deeply committed to the mission operating with intensity staying close to our customers and pushing each other for excellence. We live by three values: Decisiveness Simplicity and Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

Role Overview

User Operations runs on data but right now that data lives in too many places speaks too many languages and reaches the wrong people too late. This role exists to fix that.

As Harveys first Support Operations Data Analyst youll own the analytics function for the User Operations org. Youll build and maintain the dashboards reports and feedback loops that tell us whether were hitting our north stars cSAT TTR QA scores escalation rates and surface the signal underneath the numbers so we can act on it. Youll sit within the Support Operations team reporting to the Support Operations Manager and work closely with User Operations leadership and Harveys central data team to ensure the org is equipped with the right instrumentation as we scale.

This is a solo role. You wont have a team beneath you. You will need to be fluent enough in support analytics to hold the function independently confident enough to push back on how metrics are framed and fast enough to operate at Harveys pace.

What Youll Do

• 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: whats 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

• Work with Harveys central data team to connect support data to broader product and customer data sources

• Identify and close data collection gaps if we cant measure it help define how we should

• Design feedback loops that connect support signals to Product Engineering and Customer Success

• Quantify the operational cost of product bugs feature gaps and onboarding failures

• Contribute to QA analytics as the QA program matures

• Track ticket deflection AI/chatbot performance and self-service effectiveness

• Measure the impact of AI-driven support containment rate escalation rate from AI interactions resolution quality and surface findings that drive how we tune and invest in those tools

• Support ad hoc analytical requests from the Support Operations Manager User Operations leadership and senior stakeholders

What You Have

Required

• 35 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 doesnt

• SQL proficiency you can write complex queries against large datasets without hand-holding (CTEs window functions joins across schemas)

• Dashboard experience youve 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 dont just present numbers you write the narrative

• Comfort operating solo you dont need a team around you to deliver and you dont need a ticket to tell you what to look at

Strong Plus

• Experience with Python for data manipulation or automation

• Familiarity with dbt or similar data transformation tooling

• Experience building or contributing to QA analytics programs

• Background supporting enterprise SaaS or AI-native products

• Experience working with Zendesk APIs or extracting data beyond standard reporting

Key Attributes

• AI-native: you use AI tooling actively in your analytical workflows not as a novelty but as a force multiplier

• Pace: you move in hours and days not weeks. You surface findings before anyone has to ask

• Judgment: you know which metrics matter and which are vanity. You push back when framing is wrong

• Clarity: your outputs are direct jargon-free and actionable. You write for the reader not yourself

• Ownership: you treat User Operations analytics as your problem to solve not a ticket queue to process

Compensation

$112000 - $168000 USD

Depending on your location an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices here.

#LI-ML1

Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing

Required Experience:

IC