At a Glance
- Tasks: Provide top-notch support to enterprise customers, solving technical issues with empathy and efficiency.
- Company: Join a forward-thinking tech company dedicated to exceptional customer experiences.
- Benefits: Enjoy a competitive salary, flexible work schedule, and opportunities for professional growth.
- Other info: Work in a collaborative team culture with a commitment to continuous learning.
- Why this job: Be the hero for customers, tackling challenges in a dynamic AI-driven environment.
- Qualifications: 3+ years in technical support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 40000 - 50000 £ per year.
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, elevate 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 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.
- Proficiency with customer support tools and CRM systems.
- 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.
Enterprise AI Support Specialist - EMEA (White-Glove) employer: Harvey
At Harvey, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As an Enterprise AI Support Specialist in the EMEA region, you will benefit from a supportive environment that values empathy and problem-solving, alongside opportunities for professional growth and development. Our commitment to employee well-being is reflected in our flexible work schedule and dedication to continuous improvement, making us an ideal choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise AI Support Specialist - EMEA (White-Glove)
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make all the difference!
✨Tip Number 2
Prepare for the interview by practising common questions related to technical support and customer service. Think about how you can showcase your problem-solving skills and empathy. We want to see how you handle tricky situations!
✨Tip Number 3
Show off your knowledge of AI and APIs during the interview. Brush up on the latest trends and be ready to discuss how you can contribute to our team. We love candidates who are passionate about learning and staying current!
✨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 genuinely interested in joining our team!
We think you need these skills to ace Enterprise AI Support Specialist - EMEA (White-Glove)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Enterprise AI Support Specialist role. Highlight your experience in technical support and your ability to handle multiple priorities, as these are key aspects we’re looking for.
Showcase Your Empathy:Since this role is all about providing empathetic support, don’t shy away from sharing examples of how you've connected with customers in the past. We want to see your communication skills shine through!
Demonstrate Problem-Solving Skills:We love a good problem-solver! Include specific instances where you’ve tackled complex issues, especially in a fast-paced environment. This will show us that you can think on your feet and deliver top-notch support.
Apply Through Our Website:Remember to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Harvey
✨Know Your Stuff
Make sure you have a solid understanding of the products and services related to the role. Brush up on AI concepts, APIs, and any technical details that might come up during the interview. This will not only help you answer questions confidently but also show your passion for the field.
✨Showcase Your Empathy
Since this role requires a high level of customer interaction, be prepared to demonstrate your empathetic communication skills. Think of examples where you've successfully resolved customer issues by connecting with them on a personal level. This will highlight your ability to build trust and rapport.
✨Problem-Solving Scenarios
Prepare for situational questions that test your problem-solving abilities. Think of complex issues you've faced in previous roles and how you approached them. Be ready to explain your thought process clearly, as this will showcase your critical-thinking skills.
✨Team Player Mindset
Collaboration is key in this role, so be ready to discuss how you've worked effectively with cross-functional teams in the past. Share specific examples of how you contributed to team success and how you handle competing priorities while maintaining a positive attitude.
