Support Operations Data Analyst
$112k - $168k • Remote • Remote • FullTime
Posted 1mo ago
About the job
Harvey is seeking its first Support Operations Data Analyst to own the analytics function for the User Operations organization. This role is crucial for transforming how support data is managed, analyzed, and utilized to improve critical metrics. You will be responsible for building and maintaining dashboards, reports, and feedback loops that track key performance indicators such as cSAT, TTR, QA scores, and escalation rates. The ideal candidate will be adept at translating complex data into clear narratives, identifying data gaps, and ensuring the organization is equipped with the necessary instrumentation as it scales. This is a solo role requiring independence, confidence in metric framing, and the ability to operate at a fast pace.
Responsibilities
- Own recurring reporting for User Operations (weekly, monthly, QBR-ready) for various audiences.
- Translate support data into clear narratives explaining trends and recommending actions.
- Track and maintain key north star metrics including cSAT, TTR, QA scores, bug escalation rate, and First Response Time.
- Build and maintain self-serve dashboards for real-time visibility into support performance.
- Partner with Support Systems to ensure proper instrumentation of Zendesk.
- Collaborate with the central data team to integrate support data with product and customer data.
- Identify and address data collection gaps, defining new measurement strategies.
- Design feedback loops connecting support signals to Product, Engineering, and Customer Success.
- Quantify the operational costs associated with product bugs, feature gaps, and onboarding issues.
- Contribute to the development of QA analytics.
- Track ticket deflection, AI/chatbot performance, and self-service effectiveness.
- Measure the impact of AI-driven support, including containment and escalation rates.
- Support ad hoc analytical requests from management and stakeholders.
Requirements
- 3-5 years of experience in analytics, with at least 2 years in support operations, customer success operations, or a similar field.
- Fluency in support platform data, specifically Zendesk or equivalent structure and data output.
- Proficiency in SQL, including writing complex queries with CTEs, window functions, and cross-schema joins.
- Experience building and maintaining operational dashboards in tools like Looker, Tableau, Sigma, or Omni.
- Ability to create reports tailored for different audiences (e.g., frontline managers vs. CFOs).
- Strong data storytelling skills, capable of crafting narratives around data.
- Comfort and proven ability to operate independently and deliver results without direct supervision.