harvey - Technical User Operations Specialist – EMEA (Wed–Sun)
Requirements
• 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products. • Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences. • Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues. • Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively. • Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly. • Proficiency with customer support tools and CRM systems. • Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment. • Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices. • DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
Responsibilities
• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs). • Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts. • Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience. • Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support. • Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles). • Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.
Benefits
• At Harvey, we’re transforming how legal and professional services operate. 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 • 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
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