[Remote] Technical User Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate by combining AI with an enterprise-grade platform. As a User Operations Specialist, you will provide empathetic and efficient support to customers, manage multiple priorities, and collaborate with cross-functional teams to ensure a seamless support experience.

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

Skills

• 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

Benefits

• Offers Equity
• Offers Bonus
• Hybrid
• We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [email protected]

Company Overview