Technical User Operations Specialist – EMEA (Wed–Sun)
London • FullTime
Posted 20h ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This role is a chance to help build a generational company at an inflection point, with strong product-market fit and investor support. The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence. 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, ensuring a seamless support experience. This role follows a fixed Wednesday-Sunday schedule, with weekend coverage included.
Responsibilities
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions for technical and product-related issues.
- Manage multiple competing priorities while maintaining high responsiveness, reliability, and accountability during support shifts.
- Collaborate with teammates and cross-functional partners to troubleshoot complex issues and escalate when appropriate.
- Maintain deep, up-to-date knowledge of products, features, and services to provide informed support.
- Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials.
- Own tasks independently while contributing to team workflows and the refinement of support processes.
Requirements
- 3+ years of 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) to build trust and explain complex technical concepts.
- Strong problem-solving and critical-thinking abilities with a creative approach to diagnosing and resolving issues.
- Highly organized 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.
- Proficiency with customer support tools and CRM systems.
- Collaborative team player who builds positive cross-functional relationships.
- Demonstrated passion for learning and continuous improvement, staying current on industry trends and best practices.
Benefits
- Structured hybrid working arrangement: 3 days in office, 2 days working from home
- Comprehensive 4-week onboarding and training program
- Professional development stipend
- Opportunities to work on cross-functional projects and initiatives
- Be part of building support operations at Harvey