Technical User Operations Specialist – EMEA

Harvey

User Operations Specialist providing technical support for enterprise clients with AI-driven products at Harvey. Responsible for managing customer inquiries and ensuring seamless service delivery.

Posted 7/30/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing empathetic and effective customer support for AI-driven products, with a strong focus on problem-solving, communication, and collaboration. Maintains a deep understanding of APIs and customer support tools to enhance the customer experience and support continuous improvement.

Highest-signal resume keywords

3+ Years Technical Support ExperienceAPI TroubleshootingCustomer Support Tools ProficiencyExceptional Communication SkillsStrong Problem-Solving Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

API UnderstandingTechnical SupportProblem-SolvingCritical ThinkingDocumentation Skills

Soft Skills

EmpathyAdaptabilityCollaborationOrganizational SkillsTrust Building

Tools & Technologies

CRM SystemsCustomer Support Tools

Industry Keywords

AI-Driven ProductsEnterprise Customer SupportContinuous ImprovementTechnical ConceptsCross-Functional Collaboration

About the role

Key responsibilities & impact

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

What you’ll need

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.
Proficiency with customer support tools and CRM systems.
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

Comp & perks

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