User Operations Specialist, EMEA
User Operations Specialist, EMEA

User Operations Specialist, EMEA

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

  • Tasks: Provide empathetic support to customers and resolve their inquiries efficiently.
  • Company: Harvey is a cutting-edge AI platform transforming legal and professional services.
  • Benefits: Competitive compensation, remote work options, and opportunities for personal growth.
  • Why this job: Join a world-class team and contribute to innovative AI solutions in a fast-paced environment.
  • Qualifications: 2+ years in customer support, strong problem-solving skills, and excellent communication abilities.
  • Other info: Be part of a hypergrowth startup with significant career advancement potential.

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 $200 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.
  • Performance: 4x ARR in 2024.
  • Competitive compensation.

Role Overview

As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the Head of User Operations. 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.

What You’ll Do:

  • Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
  • Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
  • Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
  • Maintain a deep understanding of our products and services to provide knowledgeable support.
  • Document customer interactions and feedback to aid in continuous improvement of our services.
  • Work closely with other departments to resolve customer issues and contribute to the overall customer experience.
  • Stay informed of new product features and updates to provide accurate and current support.
  • Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

What You Have:

  • 2+ years proven experience in a customer support role, preferably in a high-tech or fast-paced environment providing “white glove” or “premium support” to large enterprise customers.
  • Exceptional empathy and a genuine desire to help and connect with customers.
  • Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
  • Excellent organizational skills, capable of managing multiple tasks and priorities effectively.
  • Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
  • Understanding of APIs, and ability to explain complex API concepts to both technical and non-technical customers.
  • Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
  • Ability to work collaboratively in a team environment and build positive working relationships across departments.
  • A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.

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 Specialist, EMEA employer: harvey.ai

Harvey is an exceptional employer that offers a dynamic work environment where innovation meets collaboration. As a User Operations Specialist, you will be part of a world-class team dedicated to redefining professional services through cutting-edge AI technology. With competitive compensation, ample opportunities for personal growth, and a culture that values empathy and problem-solving, Harvey provides a unique chance to contribute to a rapidly scaling company at the forefront of the legal tech industry.
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Contact Detail:

harvey.ai Recruiting Team

StudySmarter Expert Advice 🤫

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

Tip Number 1

Familiarise yourself with Harvey's products and services. Understanding the nuances of their AI platform will not only help you in interviews but also demonstrate your genuine interest in the role.

Tip Number 2

Showcase your problem-solving skills by preparing examples from your past experiences where you've successfully resolved complex customer issues. This will highlight your ability to think creatively under pressure.

Tip Number 3

Network with current or former employees of Harvey on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.

Tip Number 4

Stay updated on industry trends related to AI and customer support. Being knowledgeable about the latest developments will not only impress your interviewers but also show your commitment to personal growth in this fast-paced environment.

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

Customer Support Experience
Empathy
Problem-Solving Skills
Organisational Skills
Strong Communication Skills
Understanding of APIs
Familiarity with Customer Support Tools
Experience with CRM Systems
Ability to Manage Multiple Priorities
Team Collaboration
Knowledge of Industry Trends
Documentation Skills
Adaptability
Attention to Detail

Some tips for your application 🫡

Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the User Operations Specialist position. Tailor your application to highlight relevant experiences that demonstrate your problem-solving skills and customer support expertise.

Craft a Compelling CV: Your CV should clearly outline your 2+ years of experience in customer support, especially in high-tech environments. Use specific examples to showcase your empathy, communication skills, and ability to manage multiple priorities effectively.

Write a Tailored Cover Letter: In your cover letter, express your passion for helping customers and your understanding of the importance of providing premium support. Mention any familiarity with APIs and customer support tools like Intercom, as these are relevant to the role.

Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.

How to prepare for a job interview at harvey.ai

Show Your Empathy

As a User Operations Specialist, empathy is key. Be prepared to share examples of how you've successfully connected with customers in previous roles. Highlight your ability to understand their needs and provide tailored support.

Demonstrate Problem-Solving Skills

Expect to discuss complex issues you've resolved in the past. Prepare to explain your thought process and the steps you took to find solutions, showcasing your creativity and analytical skills.

Familiarise Yourself with the Product

Research Harvey's platform and its features thoroughly. Being knowledgeable about their products will not only impress the interviewers but also allow you to answer questions confidently and accurately.

Prepare for Technical Questions

Since the role involves explaining API concepts, brush up on your technical knowledge. Be ready to simplify complex information for both technical and non-technical audiences, demonstrating your communication prowess.

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

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

    Application deadline: 2027-06-21

  • H

    harvey.ai

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