User Operations Specialist
Remote • Sydney • FullTime
Posted 2mo ago
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 for a User Operations Specialist who will be the first line of support for both internal teams and external customers. You will 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.
Responsibilities
- 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.
- Manage ticket volume against SLA targets without sacrificing response quality.
- Apply consistent, accurate ticket tagging and categorization for reporting and trend visibility.
- Maintain a strong working knowledge of Harvey's core product features to provide clear guidance.
- Follow established playbooks and macros with precision, and flag gaps or inconsistencies.
- Contribute to FAQs, internal guides, and knowledge base articles.
- Partner with the Customer Education team to identify areas for self-serve content.
- Stay adaptable and proactive in a rapidly evolving startup environment.
Requirements
- 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).
- Working fluency with AI tools (e.g. ChatGPT, Claude, Gemini).
- Strong written communication skills, clear, professional, and appropriately calibrated to the audience.
- Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
- High process consistency; follow established workflows reliably and flag when something doesn't fit the playbook.
- Excellent organizational skills and attention to detail, including disciplined ticket hygiene.
- Comfort with ambiguity; ability to make sound judgment calls and move forward without every answer.
- Growth mindset and eagerness to learn technical concepts over time.
Benefits
- Structured hybrid working arrangement: 3 days in office, 2 days remote.
- Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Support for fertility treatments, adoption, and surrogacy.
- Comprehensive retirement and security coverage.
- Paid annual leave, sick leave, and fully paid parental leave.
- Daily in-office lunch.
- Monthly commuting support.
- Annual support for courses, certifications, conferences, and books.
- Monthly support for home office, internet, and phone expenses.
- Four-week paid sabbatical after four years of employment.