User Operations Specialist

Harvey

full-time

Posted on: 4/7/2026

Location Type: Hybrid

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💰 $88,000 - $132,000 per year

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.

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., Zendesk, Freshdesk, Salesforce) is a plus, but not required.

Benefits

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