harvey - Technical Support Operations Manager, US
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Requirements
• 4+ years of experience in customer support or user operations, with 2+ years managing teams in a fast-paced, high-volume environment. • Proven ability to drive accountability and performance through clear goals, metrics, and coaching. • Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity. • Demonstrated experience scaling support operations and improving processes for efficiency and quality. • Strong analytical mindset with experience interpreting data to make informed operational decisions. • Excellent communication and collaboration skills across Product, Engineering, and Customer Success. • Deep familiarity with Freshdesk, or similar support platforms. • Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence.
Responsibilities
• Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement. • Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals. • Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs. • Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning. • Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements. • Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement. • Implement and refine standard operating procedures to support global consistency and high-volume operations. • Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.
Benefits
• $144K – $216K • Offers Equity • Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Current Legal Address • Yes, I will require Harvey to sponsor my employment • No, I do not require sponsorship to work in the United States • If you answered ‘Yes’ to requiring sponsorship now or in the future, please feel free to provide additional details (Optional) • or drag and drop here
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