harvey - User Operations Team Lead, London
Requirements
• 3-5+ years of experience in customer support or user operations, ideally in a high-growth SaaS environment. • Proven strength as a senior IC or informal team lead, with experience acting as an escalation point. • Strong technical troubleshooting ability and comfort working across multiple systems and tools. • Experience improving support workflows, documentation, or tooling—not just executing existing processes. • Ability to coach others with clarity, empathy, and high standards. • Data-informed mindset with experience using support metrics to guide decisions. • Excellent written and verbal communication skills, especially in high-stakes or ambiguous situations. • Comfort operating in environments with evolving processes and limited structure. • DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE https://harveyai.notion.site/Harvey-Candidate-Privacy-Notices-319ac3fcdd7a803bb807d5094f249922?pvs=74.
Responsibilities
• Player: Hands-On Support & Technical Leadership • Own a reduced but meaningful support queue, meeting or exceeding ticket goals while maintaining high quality and responsiveness. • Serve as an escalation point for complex, technical, or high-risk customer issues. • Apply advanced troubleshooting skills across product workflows, integrations, and edge cases. • Identify emerging patterns in escalations and surface actionable insights to leadership. • Maintain deep product knowledge and contribute to internal documentation, playbooks, and support content. • Coach: Team Development & Quality • Support onboarding and ramping of new hires through shadowing, feedback, and knowledge sharing. • Review tickets, internal requests, and QA outputs, providing clear, actionable coaching. • Mentor Specialists through regular feedback, informal 1:1s, and shared learning moments. • Model excellent judgment, prioritization, and customer communication in high-pressure situations. • Process Ownership & Improvement • Lead 3–5 small projects or experiments per quarter focused on improving efficiency, quality, or customer experience. • Propose and implement workflow, tooling, or documentation improvements. • Build lightweight systems (macros, checklists, templates, SOPs) that scale best practices across the team. • Help codify tribal knowledge into repeatable processes. • Metrics & Operational Awareness • Own and monitor team-level signals such as CSAT, first response time, queue health, and quality benchmarks. • Use data to help identify gaps, prioritize improvements, and inform team-level decisions. • Share insights regularly with the User Operations Manager to support broader operational planning. • Cross-Functional Collaboration • Represent User Operations in cross-functional discussions with Product, Engineering, and GTM partners. • Partner closely with Product and Engineering on escalations, bug investigations, and customer-impacting issues. • Help communicate launches, incidents, and changes clearly and consistently within the team.
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.
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