User Operations Manager, EMEA

Join to apply for the User Operations Manager, EMEA role at Harvey

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!

#J-18808-Ljbffr