User Operations Manager, EMEA

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Role Overview

Harvey is looking for a User Operations Manager to lead a small but high-impact team focused on delivering exceptional customer support. Reporting directly to the Head of User Operations, you will play a crucial role in ensuring a seamless, high-quality experience for our customers.

As the User Operations Manager, you will oversee day-to-day support operations while collaborating closely with global User Operations and cross-functional teams to drive continuous improvement. You will play a critical role in team leadership, operational excellence, and scaling Harvey’s support infrastructure to meet the needs of our growing customer base.

This is an exciting opportunity for a customer-centric leader who thrives in a fast-paced environment and is passionate about building high-performing support teams.

What You’ll Do

• Lead and manage a small team of User Operations Specialists, fostering a culture of customer-first problem-solving and operational excellence.
• Ensure best-in-class customer support, particularly for enterprise customers, by refining processes and optimizing support workflows.
• Drive efficiency and scalability in customer support by developing self-service resources, knowledge bases, and automation strategies.
• Monitor team performance and KPIs, ensuring alignment with company-wide goals for customer satisfaction and operational effectiveness.
• Collaborate with Product, Engineering, and Go-to-Market teams to ensure smooth escalation processes and feedback loops for product improvements.
• Oversee support tooling and infrastructure, particularly leveraging Intercom, to enhance customer interactions and streamline operations.
• Analyze customer support data to identify trends, improve processes, and enhance overall user experience.
• Hire, train, and develop team members, ensuring a high level of expertise and continuous learning within the team.

What You Have

• 4+ years of experience in a customer support or user operations role, with at least 2 years in a leadership capacity.
• Proven experience managing and scaling support teams in a fast-paced environment.
• Strong ability to balance strategic thinking with hands-on execution in daily support operations.
• Experience supporting enterprise and mid-market customers, with a focus on white-glove service and operational efficiency.
• Deep familiarity with Freshdesk or similar customer support platforms.
• Excellent problem-solving skills and a data-driven approach to decision-making.
• Strong communication and collaboration skills, with experience working cross-functionally across Product, Engineering, and Customer Success teams.
• A passion for customer experience and a drive to continuously improve support processes and outcomes.

Please find our UK applicant privacy notice here .

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are in the early innings of a generational company. Joining early at a hypergrowth startup has proven to lead to exponential growth in responsibility, access, and ability. Apply here today!

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