User Operations Specialist

WHY HARVEY At Harvey, we’re 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, we’re 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 60+ countries, strong product-market fit, and world-class investor support, we’re 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 we’re just getting started. ROLE OVERVIEW As a User Operations Specialist, you will be the first line of support for both internal teams and external customers. This role is designed for early-career professionals who thrive in fast-paced environments, are eager to learn, and are excited to contribute to Harvey’s rapid growth. You’ll focus on managing high-volume, non-technical support inquiries, ensuring a seamless experience for our users. Over time, you’ll have the opportunity to expand your technical skills, gain exposure to complex support workflows, and progress within our User Operations team. This role is perfect for someone who wants to build a career in technical support while starting with a strong foundation in customer operations. WHAT YOU'LL DO - Act as the first point of contact for support inquiries, ensuring timely, empathetic, and accurate responses. - Own and resolve high-volume, non-technical requests from internal teams and customers. - Accurately document and categorize support issues to identify trends and opportunities for improvement. - Partner with teammates to escalate complex or technical issues effectively. - Maintain a strong working knowledge of Harvey’s core product features to provide clear and effective guidance. - Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions. - Stay adaptable and proactive in a rapidly evolving startup environment. WHAT WE OFFER - Structured hybrid working arrangement: 3 days in office, 2 days working from home for SF, New York, Sydney and London hires - A comprehensive 4-week onboarding and training program designed to set you up for success from day one - Professional development stipend to support your continued learning and growth - Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide - Be part of building something special as we continue to build support operations at Harvey WHAT YOU HAVE - 2 years of professional experience in customer support at a SaaS company in the technology industry. - Strong empathy and communication skills with a genuine desire to help others. - Comfort working in a fast-paced, high-growth environment with competing priorities. - Excellent organizational skills and attention to detail. - Growth mindset and eagerness to learn technical concepts over time. - Experience with customer support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus, but not required. COMPENSATION $72,000- $98,000 USD DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922]. #LI-AD1 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 accommodations@harvey.ai