User Operations Team Lead, London
Remote • London • FullTime
Posted 6d ago
Job Location
London
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a unique opportunity to help build a generational company at an inflection point, scaling rapidly and defining a new category. The team operates with intensity, ownership, and a commitment to excellence, driven by values of Decisiveness, Simplicity, and Job's Not Finished. We are looking for individuals who want to do the best work of their careers alongside driven colleagues.
The User Operations Team Lead is a first-line leadership role for experienced support operators. This position blends hands-on technical support with coaching, process ownership, and team execution. You will act as a player/coach, managing complex customer issues while also improving how support is delivered. As a trusted escalation point and mentor, you will partner with the User Operations Manager to drive consistency, quality, and operational rigor. This role is perfect for someone who thrives in ambiguity, leads by example, and is motivated by improving systems, people, and outcomes.
Responsibilities
- Own a reduced support queue, meeting quality and responsiveness goals.
- Serve as an escalation point for complex, technical, or high-risk customer issues.
- Apply advanced troubleshooting skills across product workflows, integrations, and edge cases.
- Identify emerging patterns in escalations and surface actionable insights to leadership.
- Maintain deep product knowledge and contribute to internal documentation and support content.
- Support onboarding and ramping of new hires through coaching and knowledge sharing.
- Review tickets and QA outputs, providing clear, actionable coaching.
- Mentor Specialists through regular feedback and learning moments.
- Model excellent judgment, prioritization, and customer communication.
- Lead projects or experiments focused on improving efficiency, quality, or customer experience.
- Propose and implement workflow, tooling, or documentation improvements.
- Build lightweight systems to scale best practices across the team.
- Help codify tribal knowledge into repeatable processes.
- Own and monitor team-level signals such as CSAT, first response time, and quality benchmarks.
- Use data to identify gaps, prioritize improvements, and inform team decisions.
- Share insights with the User Operations Manager for operational planning.
- Represent User Operations in cross-functional discussions with Product, Engineering, and GTM partners.
- Partner closely with Product and Engineering on escalations and bug investigations.
- Communicate launches, incidents, and changes clearly within the team.
Requirements
- 3-5+ years of experience in customer support or user operations, preferably in a high-growth SaaS environment.
- Proven strength as a senior individual contributor or informal team lead, with experience acting as an escalation point.
- Strong technical troubleshooting ability and comfort working across multiple systems and tools.
- Experience improving support workflows, documentation, or tooling.
- Ability to coach others with clarity, empathy, and high standards.
- Data-informed mindset with experience using support metrics to guide decisions.
- Excellent written and verbal communication skills, especially in high-stakes or ambiguous situations.
- Comfort operating in environments with evolving processes and limited structure.