Head of User Operations (Support)

Why Harvey

Harvey is a secure AI platform for professionals in law, tax, and finance that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized 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 like A&O, PwC, and many others.
• Strategic investors: Raised over $100 million from strategic investors including Sequoia, Kleiner Perkins, and the OpenAI Startup Fund.
• World-class team: Harvey is hiring the best technical and non-technical talent from places like DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Superhuman, and Glean.
• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.
• Performance: $0-20M ARR in the last 12 months.
• Value: Top of market cash and equity compensation.

Role 

Harvey seeks an experienced Head of User Operations (Support) to play a pivotal role in our customer success journey. This individual will report to the VP of Customer Success and be instrumental in shaping and executing our support strategy.

The role demands expertise in building and scaling high-performing support teams, especially focused on delivering exceptional service to "white glove" enterprise clients. The Head of User Operations will be a dynamic "player coach," driving team culture, hiring, processes, and strategy, ensuring robust coverage and effective escalation mechanisms.

This individual will also collaborate extensively across Solutions, CS, Product, Engineering, and Education teams in aligning support with our broader go-to-market strategy for different market segments. Experience with Intercom is a “must have” requirement to be considered for this role.

Responsibilities

• Lead and scale the User Operations (Support) team, fostering a high-performance culture centered around customer satisfaction and proactive problem-solving.
• Develop strategies to deliver outstanding "white glove" support to enterprise customers and top-tier law firms, including customized support plans where required, escalation protocols, and advanced troubleshooting.
• Develop and operationalize scaled support across mid-market customers, delivering best-in-class CSAT and operational efficiency
• Collaborate closely with Product and Engineering teams to stay abreast of product details and enhancements, equipping the support team to address customer inquiries effectively.
• Champion the development and maintenance of internal and external knowledge bases to promote self-service support and improve scalability and ticket resolution efficiency.
• Set, monitor, define, and own team KPIs, aligning them with the company's broader objectives.
• Work in tandem with Sales and Customer Success teams to grasp customer needs, providing feedback that informs product development and customer retention.
• Manage and optimize support tools, particularly Intercom, to ensure efficient customer engagement, including internal routing to engineering and product teams.
• Stay current with industry trends and best practices in customer support, sharing insights across the organization.

Qualifications

• Minimum of 5 years of experience in building and scaling support teams in a fast-paced, high-growth environment.
• Expertise in utilizing and managing Intercom for customer support.
• Proven track record in managing premium support services for high-value clients.
• Exceptional leadership and team management skills, capable of attracting, hiring, inspiring, and developing high-performance teams.
• Strong ability in crafting strategies and strong operational execution and rigor to enhance customer support and satisfaction to enhance customer support and satisfaction.
• Analytical and problem-solving skills, with a data-driven approach to decision-making.
• Excellent communication and interpersonal skills, adept at forging strong cross-departmental relationships and engaging with customers.
• Experience in developing and executing premium support offerings, including considerations for pricing and packaging.

Compensation

In consideration of market analysis and relevant factors, the salary range for this position is set between $180,000 and $280,000. However, adjustments outside of this range may be considered for candidates whose qualifications significantly differ from those outlined in the job description. Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

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.