User Operations Specialist

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. 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 1500+ 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 moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. 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 support professionals with prior customer-facing experience who thrive in fast-paced environments, are eager to keep growing, and are excited to contribute to Harvey's rapid growth. You'll focus on managing a high volume of non-technical support tickets, ensuring a seamless experience for our users. Over time, you'll have the opportunity to expand your technical skills, gain exposure to more complex support workflows, and progress within our User Operations team. This role is built for support professionals ready to deepen their foundation in a technical product environment. WHAT YOU'LL DO - Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses. - Exercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist. - Own your queue: manage ticket volume against SLA targets without sacrificing response quality. Customers should always receive accurate, complete answers that reflect Harvey's standard of care. - Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility. - Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance. - Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time. - Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation. - Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume. - Stay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly. WHAT YOU HAVE - 2 years of professional experience in customer support at a SaaS company in the technology industry. - Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them. - Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder. - Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation. - High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising