Harvey

Support Operations Manager, User Operations

Harvey

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $174,000 - $236,000 per year

About the role

  • Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work.
  • Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows.
  • Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times.
  • Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements.
  • Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions.
  • Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership.
  • Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.

Requirements

  • 5+ years of experience in Support or Customer Experience Operations servicing B2B Enterprise to SMB accounts.
  • Proven experience leading cross-functional initiatives that improved operational efficiency and customer experience.
  • Experience directly managing and developing a team, including hiring, setting goals, and providing coaching and feedback.
  • Strong systems thinker with experience designing workflows, escalation models, and scalable support infrastructure.
  • Deep familiarity with modern support tooling (e.g., Zendesk) and a track record of optimizing them for scale.
  • Success using AI-driven tools to transform support outcomes, from intelligent triage and deflection to agent enablement and proactive customer experiences.
  • Data fluency: comfortable defining metrics, building reports, and translating insights into action.
  • Strong communication skills with the ability to influence stakeholders across Product, Engineering, and GTM teams.
  • Ability to operate autonomously in ambiguous environments and turn loosely defined problems into structured solutions.
  • Experience building support operations from early-stage through scale.
  • Experience implementing QA frameworks or knowledge management systems.
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
support operationscustomer experience operationsworkflow designescalation modelssupport infrastructuredata fluencymetrics definitionreport buildingQA frameworksknowledge management systems
Soft Skills
team managementgoal settingcoachingcommunicationinfluencing stakeholdersautonomous operationproblem solvingfeedback provisioncross-functional leadershipstrategic improvement