User Operations Specialist
Harvey
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • United States
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Salary
💰 $72,000 - $98,000 per year
About the role
- 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.
Requirements
- 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.
- Understanding of API's, and ability to explain complex API concepts to both technical and non-technical customers.
- 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.
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
- Offers Equity
- Offers Bonus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportproblem-solvingAPI understandingCRM systems
Soft Skills
empathycommunicationorganizational skillscollaborationcreativitycustomer connection