Teams at Harvey

The Support Operations Engineer will execute and maintain enablement content for onboarding and training in a SaaS environment. They will manage content delivery, track progress, and improve instructional materials based on feedback and performance metrics.

Own support analytics for User Operations: build dashboards and recurring reports, track north-star metrics (cSAT, TTR, QA, escalations), instrument Zendesk, connect support to product/customer data, quantify operational costs of bugs, and measure AI-driven support performance.

Lead and build Harvey’s people analytics function: design the people data architecture, consolidate HR systems, define metrics and methodology, create dashboards and forecasting models, surface leading indicators for intervention, enable self-serve analytics, and partner with People Ops, Recruiting, Finance, and Data Engineering to drive strategic workforce decisions.