harvey - User Operations Specialist
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Requirements
• 2+ years proven experience in a customer support role, preferably in a high-tech or fast-paced environment providing “white glove” or “premium support” to large enterprise customers. • Exceptional empathy and a genuine desire to help and connect with customers. • Strong problem-solving skills, with the ability to think creatively and resolve complex issues. • Excellent organizational skills, capable of managing multiple tasks and priorities effectively. • Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner. • Understanding of API's, and ability to explain complex API concepts to both technical and non-technical customers. • Familiarity with customer support tools and CRM systems; experience with Intercom is a plus. • Ability to work collaboratively in a team environment and build positive working relationships across departments. • A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.
Responsibilities
• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions. • Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness. • Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed. • Maintain a deep understanding of our products and services to provide knowledgeable support. • Document customer interactions and feedback to aid in continuous improvement of our services. • Work closely with other departments to resolve customer issues and contribute to the overall customer experience. • Stay informed of new product features and updates to provide accurate and current support. • Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.
Benefits
• At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. • Structured hybrid working arrangement: 3 days in office, 2 days working from home for SF, New York, Sydney and London hires • A comprehensive 4-week onboarding and training program designed to set you up for success from day one • Professional development stipend to support your continued learning and growth • Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide • Be part of building something special as we continue to build support operations at Harvey • $72,000- $98,000 USD • Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices .
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