Technical 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 frontline support within the User Operations team, reporting to the User Operations Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience. "This role is open to remote candidates located in: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Louisiana, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin” WHAT YOU'LL DO - Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs). - Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts. - Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience. - Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support. - Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles). - Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes. WHAT YOU HAVE - 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products. - Exceptional empathy and communication skills (written and verbal), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences. - Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues. Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively. - Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly. - Proficiency with customer support tools and CRM systems. - Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment. - Demonstrated passion for learning and continuous improvement, with a c