Why Harvey

At Harvey were 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 were reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. With 1000 customers in 58 countries strong product-market fit and world-class investor support were scaling fast and defining a new category in real time. The work is ambitious the bar is high and the opportunity for growth personal professional and financial is unmatched.

Our team is sharp motivated and deeply committed to the mission. We move fast operate with intensity and take real ownership of the problems we tackle from early thinking to long-term outcomes. We stay close to our customers from leadership to engineers and work together to solve real problems with urgency and care. If you thrive in ambiguity push for excellence and want to help shape the future of work alongside others who raise the bar we invite you to build with us.

At Harvey the future of professional services is being written today and were just getting started.

Role Overview

As a User Operations Specialist you will be the frontline support within the User Operations team reporting to the Head of User Operations. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving is adept at handling multiple priorities and is passionate about working with enterprise customers to ensure a seamless support experience.

What Youll Do

• 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.

What You Have

• 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 APIs 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.

Compensation

$72000- $98000 USD

Please find our CA applicant privacy notice here.

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Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing

Required Experience:

IC