User Operations Specialist

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 

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.

Responsibilities

• 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.

Qualifications

• 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.
• 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.

Compensation

In consideration of market analysis and relevant factors, the salary range for this position is set between $90,000 and $130,000. 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.