Harvey

Technical User Operations Specialist, Weekend Coverage

Harvey

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • 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, escalate 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.

Requirements

  • 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.
  • Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
  • 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.
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
technical supportAPI troubleshootingproblem-solvingcritical thinkingcustomer supportwhite-glove supportAI-driven productsdocumentationproduct knowledgeprocess improvement
Soft Skills
empathycommunication skillstrust buildingadaptabilityorganizationcollaborationcreativityresponsivenessreliabilityaccountability