Support Operations Data Analyst

📋 Description

• Own recurring reporting for User Operations—weekly, monthly, QBR-ready.
• Translate support data into clear narratives: what's happening, why, and actions.
• Track and maintain north star metrics: cSAT, TTR by tier, QA, FRT.
• Build and maintain self-serve dashboards for real-time visibility.
• Partner with Support Systems to instrument Zendesk for needed data.
• Work with Harvey's central data team to connect support data with product and customer data.

🎯 Requirements

• 3–5 years analytics, with 2+ in support ops or adjacent.
• Fluency in Zendesk-like data structures.
• SQL proficiency with CTEs, window functions, joins.
• Dashboard experience in Looker, Tableau, Sigma, Omni.
• Reporting for multiple audiences; strong data storytelling.
• Strong Plus: Python, dbt, QA analytics, Zendesk APIs experience.