Harvey

User Operations Specialist

Harvey

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Act as the first point of contact for support inquiries, ensuring timely, empathetic, and accurate responses.
  • Own and resolve high-volume, non-technical requests from internal teams and customers.
  • Accurately document and categorize support issues to identify trends and opportunities for improvement.
  • Partner with teammates to escalate complex or technical issues effectively.
  • Maintain a strong working knowledge of Harvey’s core product features to provide clear and effective guidance.
  • Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions.
  • Stay adaptable and proactive in a rapidly evolving startup environment.

Requirements

  • 1–2 years of professional experience in customer support at a SaaS company in the technology industry.
  • Strong empathy and communication skills with a genuine desire to help others.
  • Comfort working in a fast-paced, high-growth environment with competing priorities.
  • Excellent organizational skills and attention to detail.
  • Growth mindset and eagerness to learn technical concepts over time.
  • Experience with customer support tools (e.g., Freshdesk, Salesforce) is a plus, but not required.
Benefits
  • Structured hybrid working arrangement: 3 days in office, 2 days working from home
  • A comprehensive 4-week onboarding and training program designed to set you up for success from day one
  • Professional development stipend to support your continued learning and growth
  • Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide
  • Be part of building something special as we continue to build support operations at Harvey
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportdocumentationissue categorizationtrend identificationtechnical issue escalation
Soft Skills
empathycommunicationorganizational skillsattention to detailadaptabilityproactivitygrowth mindsetdesire to help