At a Glance
- Tasks: Lead a team while providing hands-on technical support and improving customer experience.
- Company: Join Harvey, a fast-growing company transforming legal and professional services with AI.
- Benefits: Competitive salary, growth opportunities, and a chance to shape the future of professional services.
- Other info: Work in a collaborative culture that values decisiveness, simplicity, and continuous improvement.
- Why this job: Be part of a mission-driven team making a real impact in a dynamic environment.
- Qualifications: 3-5 years in customer support, strong troubleshooting skills, and a passion for coaching others.
The predicted salary is between 60000 - 80000 £ per year.
At Harvey, we’re transforming how legal and professional services operate. 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. With 2400+ customers in 70+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
The User Operations Team Lead is a first-line leadership role designed for experienced support operators who want to scale their impact beyond individual tickets. This role balances hands-on technical support with coaching, process ownership, and team-level execution.
As a Team Lead, you’ll act as a player/coach—handling complex or sensitive customer issues while also helping the team improve how support is delivered. You are a trusted escalation point, a mentor to Specialists, and a partner to the User Operations Manager in driving consistency, quality, and operational rigor. This role is ideal for someone who thrives in ambiguity, leads by example, and is motivated by making systems, people, and outcomes better—not just closing tickets.
What You’ll Do
- Player: Hands-On Support & Technical Leadership
- Own a reduced but meaningful support queue, meeting or exceeding ticket goals while maintaining high quality and responsiveness.
- Serve as an escalation point for complex, technical, or high-risk customer issues.
- Apply advanced troubleshooting skills across product workflows, integrations, and edge cases.
- Identify emerging patterns in escalations and surface actionable insights to leadership.
- Maintain deep product knowledge and contribute to internal documentation, playbooks, and support content.
- Coach: Team Development & Quality
- Support onboarding and ramping of new hires through shadowing, feedback, and knowledge sharing.
- Review tickets, internal requests, and QA outputs, providing clear, actionable coaching.
- Mentor Specialists through regular feedback, informal 1:1s, and shared learning moments.
- Model excellent judgment, prioritization, and customer communication in high-pressure situations.
- Process Ownership & Improvement
- Lead 3–5 small projects or experiments per quarter focused on improving efficiency, quality, or customer experience.
- Propose and implement workflow, tooling, or documentation improvements.
- Build lightweight systems (macros, checklists, templates, SOPs) that scale best practices across the team.
- Help codify tribal knowledge into repeatable processes.
- Metrics & Operational Awareness
- Own and monitor team-level signals such as CSAT, first response time, queue health, and quality benchmarks.
- Use data to help identify gaps, prioritize improvements, and inform team-level decisions.
- Share insights regularly with the User Operations Manager to support broader operational planning.
- Cross-Functional Collaboration
- Represent User Operations in cross-functional discussions with Product, Engineering, and GTM partners.
- Partner closely with Product and Engineering on escalations, bug investigations, and customer-impacting issues.
- Help communicate launches, incidents, and changes clearly and consistently within the team.
What You Have
- 3-5+ years of experience in customer support or user operations, ideally in a high-growth SaaS environment.
- Proven strength as a senior IC or informal team lead, with experience acting as an escalation point.
- Strong technical troubleshooting ability and comfort working across multiple systems and tools.
- Experience improving support workflows, documentation, or tooling—not just executing existing processes.
- Ability to coach others with clarity, empathy, and high standards.
- Data-informed mindset with experience using support metrics to guide decisions.
- Excellent written and verbal communication skills, especially in high-stakes or ambiguous situations.
- Comfort operating in environments with evolving processes and limited structure.
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 committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
User Operations Team Lead, London employer: Harvey
At Harvey, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our London-based team thrives in a fast-paced environment where personal and professional growth is not just encouraged but integral to our mission of transforming legal services. With a commitment to employee development, competitive benefits, and a focus on meaningful work, we empower our staff to take ownership and make a real impact in reshaping the future of professional services.
StudySmarter Expert Advice🤫
We think this is how you could land User Operations Team Lead, London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harvey. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harvey before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace User Operations Team Lead, London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harvey:Your cover letter is your chance to shine! Tell us why you want to work at Harvey specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harvey!
How to prepare for a job interview at Harvey
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
