User Operations Manager, EMEA
User Operations Manager, EMEA

User Operations Manager, EMEA

London Full-Time 36000 - 60000 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Lead a dynamic team to deliver top-notch customer support and enhance user experience.
  • Company: Join Harvey, a cutting-edge AI platform transforming legal and professional services.
  • Benefits: Enjoy competitive pay, growth opportunities, and a chance to work with industry leaders.
  • Why this job: Be part of a fast-paced startup with a strong product-market fit and impactful partnerships.
  • Qualifications: 4+ years in customer support, with leadership experience and a passion for operational excellence.
  • Other info: This is a unique opportunity to grow with a hypergrowth startup and shape the future.

The predicted salary is between 36000 - 60000 £ per year.

Harvey is a secure AI platform for legal and professional services that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized and developed by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly.

Some reasons to join Harvey are:

  • Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world.
  • Strategic investors: Raised over $500 million from strategic investors.
  • World-class team: Harvey is hiring the best talent from leading tech companies.
  • Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI.
  • Performance: 4x ARR in 2024.
  • Competitive compensation.

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.

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.

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!

User Operations Manager, EMEA employer: harvey.ai

Harvey is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. As a User Operations Manager, you will lead a dedicated team in a fast-paced setting, with ample opportunities for professional growth and development. With competitive compensation and the chance to work alongside industry leaders in AI and legal services, Harvey provides a unique platform for those passionate about enhancing customer experiences and driving operational excellence.
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Contact Detail:

harvey.ai Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land User Operations Manager, EMEA

✨Tip Number 1

Familiarise yourself with Harvey's product and its unique selling points. Understanding how their AI platform enhances productivity in legal and professional services will help you articulate your passion for the role during interviews.

✨Tip Number 2

Network with current or former employees of Harvey on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.

✨Tip Number 3

Showcase your leadership experience by preparing specific examples of how you've successfully managed teams in fast-paced environments. Highlighting your ability to drive operational excellence will resonate well with the hiring team.

✨Tip Number 4

Research the latest trends in customer support technology, especially around tools like Intercom. Being knowledgeable about these tools will demonstrate your commitment to enhancing customer interactions and streamlining operations.

We think you need these skills to ace User Operations Manager, EMEA

Team Leadership
Customer Support Management
Operational Excellence
Process Optimization
Data Analysis
Performance Monitoring
Cross-Functional Collaboration
Problem-Solving Skills
Customer Experience Focus
Knowledge Base Development
Automation Strategies
Experience with Freshdesk or Similar Platforms
Strategic Thinking
Hands-On Execution

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer support and user operations. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to manage and scale support teams.

Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and operational excellence. Mention how your background aligns with Harvey's mission and values, and provide examples of how you've driven efficiency in previous roles.

Showcase Relevant Skills: Highlight your familiarity with customer support platforms like Freshdesk or similar tools. Discuss your problem-solving skills and data-driven approach, as these are crucial for the User Operations Manager role.

Prepare for Potential Questions: Think about how you would answer questions related to team management, process optimisation, and collaboration with cross-functional teams. Be ready to share specific examples from your past experiences that demonstrate your capabilities.

How to prepare for a job interview at harvey.ai

✨Showcase Your Leadership Skills

As a User Operations Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed and developed teams in the past.

✨Understand Customer Support Metrics

Familiarise yourself with key performance indicators (KPIs) relevant to customer support. Be ready to discuss how you have used data to drive improvements in customer satisfaction and operational efficiency.

✨Demonstrate Problem-Solving Abilities

Prepare to share specific examples of challenging situations you've faced in customer support and how you resolved them. Highlight your analytical skills and your ability to think on your feet.

✨Research Harvey's Products and Culture

Make sure you understand Harvey's AI platform and its impact on the legal and professional services sectors. Show enthusiasm for the company's mission and values during the interview to demonstrate your fit within their culture.

User Operations Manager, EMEA
harvey.ai
H
  • User Operations Manager, EMEA

    London
    Full-Time
    36000 - 60000 £ / year (est.)

    Application deadline: 2027-06-24

  • H

    harvey.ai

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