About the job
Join the Revolution at Harvey
At Harvey, we are fundamentally changing the landscape of legal and professional services. Our innovative blend of cutting-edge AI technology and an enterprise-level platform, coupled with our profound industry expertise, is setting new standards for how knowledge work is achieved.
This is an exceptional opportunity to contribute to a transformative company poised at a pivotal moment in its growth journey. With over 1,000 clients across 60+ countries and strong backing from elite investors, we are rapidly scaling and shaping a new industry segment. The challenges are vast, the expectations are high, and the potential for personal, professional, and financial growth is unparalleled.
Our team is composed of highly skilled, motivated individuals who are dedicated to our mission. We operate at a fast pace, with a strong sense of urgency, and take full ownership of the challenges we face, from initial brainstorming to long-term impact. Our close collaboration with customers—ranging from leadership to engineers—allows us to address real problems with diligence and care. If you thrive in dynamic environments, strive for excellence, and wish to influence the future of work alongside a team that continuously elevates standards, we encourage you to join us.
Role Overview
We are seeking a User Operations Manager to spearhead a dynamic, high-impact support team that is committed to delivering outstanding customer experiences. Reporting directly to the Head of User Operations, you will champion operational excellence, accountability, and ongoing improvement within our global support framework.
This position requires a balance of strategic oversight and hands-on execution, ensuring our team provides timely and high-quality support to both enterprise and mid-market customers. Ideal candidates are proactive leaders who are results-driven and deeply engaged in achieving success through their teams.
Your influence will be crucial in molding the systems, culture, and processes of our expanding support organization, ensuring that every customer interaction exemplifies Harvey’s dedication to speed, clarity, and excellence.
Key Responsibilities
- Lead and mentor a results-oriented team of User Operations Specialists, cultivating a culture of urgency, accountability, and continuous enhancement.
- Establish clear performance metrics while ensuring team members meet quality and responsiveness objectives.
- Manage daily support operations, guaranteeing prompt resolution of customer inquiries and compliance with service level agreements (SLAs).
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