harvey - Technical User Operations Specialist, APAC - Weekends (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.
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 our Sydney office, 2 days working from home • Health Coverage: Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more. • Family & Fertility Support: Support for fertility treatments, adoption, and surrogacy through Carrot. • Retirement & Security: Comprehensive coverage designed to support your long-term well-being. • Paid Leave: Paid annual leave, sick leave, and fully paid parental leave for all parents. • Wellness & Perks: Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support. • Professional Development: Annual support for courses, certifications, conferences, and books. • Remote Work Allowance: Monthly support for home office, internet, and phone expenses. • Harvey Holiday: After four years, enjoy a four-week paid sabbatical to rest, travel, or explore new experiences. • 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].
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