Technical User Operations Specialist, Weekend Coverage (Sun-Thur), EMEA

Why Harvey

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true inflection point. With 1500 customers in 60 countries strong product-market fit and world-class investor support were scaling fast and defining a new category in real time. The work is ambitious the bar is high and the opportunity for growth personal professional and financial is unmatched.

Our team moves fast takes ownership and is deeply committed to the mission operating with intensity staying close to our customers and pushing each other for excellence. We live by three values: Decisiveness Simplicity and Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

Role Overview

As a User Operations Specialist you will be the frontline support within the User Operations team reporting to the User Operations Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving is adept at handling multiple priorities and is passionate about working with enterprise customers to ensure a seamless support experience.

This role follows a fixed SundayThursday schedule with weekend coverage included as part of the standard five-day workweek.

What Youll Do

• 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.

What We Offer

• 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

What You Have

• 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.

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Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1