About the job
Why Join Harvey?
At Harvey, we are revolutionizing the landscape of legal and professional services through a holistic transformation. By leveraging cutting-edge agentic AI, an enterprise-level platform, and extensive industry expertise, we are redefining how essential knowledge work is conducted for generations to come.
This is a unique opportunity to be part of a groundbreaking company at a pivotal moment. With over 1,000 customers across more than 58 countries, strong product-market alignment, and exceptional investor backing, we are rapidly expanding and creating a new category in real-time. The work is ambitious, our standards are high, and the potential for personal, professional, and financial growth is unparalleled.
Our team is intelligent, driven, and passionately committed to our mission. We operate with agility and intensity, taking full ownership of the challenges we face — from initial brainstorming to long-term impacts. We maintain close relationships with our customers, collaborating across all levels to address real issues with urgency and care. If you excel in uncertain environments, strive for excellence, and wish to help shape the future of work alongside a team that pushes boundaries, we encourage you to join us in this journey.
At Harvey, we are writing the future of professional services today — and we are just getting started.
Role Overview
As a User Operations Specialist, you will serve as the frontline support member within our User Operations team, reporting directly to the Head of User Operations. This pivotal role involves delivering empathetic and efficient support to our customers. We seek an individual who is passionate about problem-solving, adept at managing multiple priorities, and dedicated to ensuring an exceptional support experience for our enterprise customers.
Key Responsibilities
Act as the primary contact for customer support inquiries, providing empathetic, accurate, and timely resolutions.
Manage multiple competing tasks and priorities while maintaining high service levels and responsiveness.
Collaborate with team members to troubleshoot complex issues, escalating when necessary.
Possess a comprehensive understanding of our products and services to offer knowledgeable support.
Document customer interactions and feedback to contribute to the continuous improvement of our services.
Work closely with other departments to resolve customer issues and enhance the overall customer experience.
Stay updated on new product features and updates to provide accurate information to customers.

