User Operations Team Lead, London

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. We have 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

The User Operations Team Lead is a first-line leadership role designed for experienced support operators who want to scale their impact beyond individual tickets. This role balances hands-on technical support with coaching process ownership and team-level execution.

As a Team Lead youll act as a player/coachhandling complex or sensitive customer issues while also helping the team improve how support is delivered. You are a trusted escalation point a mentor to Specialists and a partner to the User Operations Manager in driving consistency quality and operational rigor.

This role is ideal for someone who thrives in ambiguity leads by example and is motivated by making systems people and outcomes betternot just closing tickets.

What Youll Do

• Player: Hands-On Support & Technical Leadership

  • Own a reduced but meaningful support queue meeting or exceeding ticket goals while maintaining high quality and responsiveness.

  • Serve as an escalation point for complex technical or high-risk customer issues.

  • Apply advanced troubleshooting skills across product workflows integrations and edge cases.

  • Identify emerging patterns in escalations and surface actionable insights to leadership.

  • Maintain deep product knowledge and contribute to internal documentation playbooks and support content.

  Coach: Team Development & Quality

  • Support onboarding and ramping of new hires through shadowing feedback and knowledge sharing.

  • Review tickets internal requests and QA outputs providing clear actionable coaching.

  • Mentor Specialists through regular feedback informal 1:1s and shared learning moments.

  • Model excellent judgment prioritization and customer communication in high-pressure situations.

  Process Ownership & Improvement

  • Lead 35 small projects or experiments per quarter focused on improving efficiency quality or customer experience.

  • Propose and implement workflow tooling or documentation improvements.

  • Build lightweight systems (macros checklists templates SOPs) that scale best practices across the team.

  • Help codify tribal knowledge into repeatable processes.

  Metrics & Operational Awareness

  • Own and monitor team-level signals such as CSAT first response time queue health and quality benchmarks.

  • Use data to help identify gaps prioritize improvements and inform team-level decisions.

  • Share insights regularly with the User Operations Manager to support broader operational planning.

  Cross-Functional Collaboration

  • Represent User Operations in cross-functional discussions with Product Engineering and GTM partners.

  • Partner closely with Product and Engineering on escalations bug investigations and customer-impacting issues.

  • Help communicate launches incidents and changes clearly and consistently within the team.

What You Have

• 3-5 years of experience in customer support or user operations ideally in a high-growth SaaS environment.

• Proven strength as a senior IC or informal team lead with experience acting as an escalation point.

• Strong technical troubleshooting ability and comfort working across multiple systems and tools.

• Experience improving support workflows documentation or toolingnot just executing existing processes.

• Ability to coach others with clarity empathy and high standards.

• Data-informed mindset with experience using support metrics to guide decisions.

• Excellent written and verbal communication skills especially in high-stakes or ambiguous situations.

• Comfort operating in environments with evolving processes and limited structure.

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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:

Manager

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