Support Operations Data Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of ongoing reporting for User Operations — weekly, monthly, and ready for quarterly business reviews — customized for operations, leadership, and cross-functional teams.

• Convert support data into concise narratives: what is occurring, the reasons behind it, and recommended actions.

• Monitor and uphold key performance indicators: customer satisfaction (cSAT), time to resolution (TTR) by tier, quality assurance (QA) scores, bug escalation rate to Engineering Product Development (EPD), and First Response Time.

• Develop and sustain self-service dashboards that provide the operations team and leadership with immediate insights into support performance.

• Collaborate with Support Systems to ensure that Zendesk is configured to collect the necessary data.

• Work alongside Harvey's central data team to link support data with larger product and customer data sources.

• Identify and address gaps in data collection — if it’s not measurable, assist in defining how to measure it.

• Design feedback mechanisms that connect support insights to Product, Engineering, and Customer Success teams.

• Assess the operational costs associated with product bugs, feature deficiencies, and onboarding issues.

• Contribute to quality assurance analytics as the QA program evolves.

• Monitor ticket deflection, AI/chatbot effectiveness, and self-service success.

• Evaluate the influence of AI-driven support — including containment rates, escalation rates from AI interactions, and resolution quality — and present findings that guide how we optimize and invest in these tools.

• Assist with ad hoc analytical requests from the Support Operations Manager, User Operations leadership, and senior stakeholders.

⛳️ Requirements

• 3–5 years of experience in analytics, including at least 2 years in support operations, customer success operations, or a closely related field.

• Proficient understanding of support platform data — familiarity with how Zendesk (or a similar platform) is organized, the data it generates, and its limitations.

• SQL expertise — ability to write complex queries against large datasets independently (including CTEs, window functions, and joins across schemas).

• Experience with dashboards — capable of building and maintaining operational dashboards in Looker, Tableau, Sigma, Omni, or equivalent tools.

• Ability to report for varied audiences — understanding the distinct needs of a frontline manager versus a CFO, and tailoring reports accordingly.

• Strong data storytelling skills — not just presenting figures, but crafting a compelling narrative around the data.

• Comfort working independently — capable of delivering results without requiring a team or specific direction on what to analyze.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance coverage.

• Retirement benefits (401k matching up to 4%).

• Flexible paid time off (PTO).