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For Companies At a Glance
- Tasks: Provide empathetic support to customers and troubleshoot technical issues.
- Company: Join a fast-growing company transforming legal and professional services with AI.
- Benefits: Hybrid work model, comprehensive training, and professional development opportunities.
- Why this job: Be part of a team shaping the future of work in a dynamic environment.
- Qualifications: 3+ years in technical support, strong communication skills, and problem-solving abilities.
- Other info: Collaborative culture with opportunities for cross-functional projects and growth.
The predicted salary is between 36000 - 60000 £ per year.
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point.
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. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience. This role follows a fixed Friday–Tuesday schedule, with weekend coverage included as part of the standard five-day workweek.
What You’ll Do
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
- Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
- Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience.
- Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
- Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
- Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.
What We Offer
- Structured hybrid working arrangement: 3 days in office, 2 days working from home.
- A comprehensive 4-week onboarding and training program designed to set you up for success from day one.
- Professional development stipend to support your continued learning and growth.
- Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide.
- Be part of building something special as we continue to build support operations at Harvey.
What You Have
- 3+ years of proven 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), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.
- Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
- Highly organised 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 clearly.
- Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
- Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.
- Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.
Technical User Operations, Specialist Weekend Coverage employer: harvey.ai
Contact Detail:
harvey.ai Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical User Operations, Specialist Weekend Coverage
✨Tip Number 1
Get to know the company inside out! Research Harvey's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves tackling technical issues, think of examples from your past experiences where you successfully resolved complex problems. Be ready to share these during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Harvey.
We think you need these skills to ace Technical User Operations, Specialist Weekend Coverage
Some tips for your application 🫡
Show Your Passion for Problem-Solving: In your application, let us know how much you love tackling challenges. Share specific examples of how you've solved complex issues in the past, especially in a technical support role. We want to see that spark!
Communicate Clearly and Empathetically: Since you'll be the first point of contact for our customers, it's crucial to demonstrate your communication skills. Use your application to showcase how you can explain technical concepts simply and connect with people on a personal level.
Highlight Your Organisational Skills: We thrive in a fast-paced environment, so make sure to mention how you manage multiple priorities effectively. Give us a glimpse into your organisational strategies and how they’ve helped you succeed in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out on being part of something special at Harvey!
How to prepare for a job interview at harvey.ai
✨Know Your Stuff
Make sure you have a solid understanding of the products and services offered by Harvey. Brush up on AI-driven products, APIs, and common technical issues. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Show Your Empathy
Since the role requires delivering empathetic support, think about examples from your past experiences where you've successfully resolved customer issues. Be ready to discuss how you connect with customers and build trust, as this is crucial for the User Operations Specialist position.
✨Demonstrate Problem-Solving Skills
Prepare to showcase your problem-solving abilities during the interview. Think of complex issues you've tackled in previous roles and how you approached them. Highlight your critical-thinking skills and creativity in diagnosing problems, as these are key traits for success at Harvey.
✨Be Organised and Adaptable
The ability to manage multiple priorities is essential for this role. During the interview, share examples of how you've effectively juggled tasks in a fast-paced environment. Show that you're adaptable and can thrive under pressure, which aligns perfectly with Harvey's dynamic work culture.
