Harvey · 10 hours ago
User Operations Specialist
United States
Full-time
Remote
Entry, Mid Level
$72K/yr - $98K/yr
2+ years expHarvey is transforming how legal and professional services operate by combining AI and an enterprise-grade platform. The User Operations Specialist will provide empathetic and efficient support to customers, ensuring a seamless support experience while collaborating with team members to troubleshoot complex issues.
Artificial Intelligence (AI)Information TechnologyLegalLegal Tech
Responsibilities
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
Qualification
Required
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 API's, 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
Company
Harvey
Harvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
Andreessen HorowitzEQT GrowthCoatue,Kleiner Perkins
2025-10-30Series F· $160M
2025-10-06Series E· $59M
2025-06-23Series E· $300M
Leadership Team
Winston Weinberg
CEO & Co-Founder
Gabe Pereyra
President & Co-Founder
Recent News
2026-01-24
Business Insider
2026-01-23
Company data provided by crunchbase