Harvey
legal and professional services
UserOperationsSpecialist
Neural analysis suggests this role is
optimal for Mid candidates.
“User Operations Specialist at Harvey. Skills: customer support, ticket management, communication. Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses. Exercise sound judgment on ticket knowing when to resolve independently and when to escalate to a senior support specialist”
Industry & Context.
Exercise sound judgment on ticket knowing when to resolve independently and when to escalate to a senior support specialist; make sound judgment calls and move forward without having every answer in front of you
Must have valid Australian work, Harvey does not currently offer visa sponsorship for this role
What They're Looking For.
Must Have
2 years of professional experience in customer support at a SaaS company in the technology industry, Experience with customer support platforms (e. g. Zendesk, Salesforce), working fluency with AI tools (e. g. ChatGPT, Claude, Gemini), written communication clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder, Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation, High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently, Excellent organisational skills and attention to detail, including disciplined ticket hygiene, Comfort with you can make sound judgment calls and move forward without having every answer in front of you, Growth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope
What You'll Do.
Act as the first point of contact for non-technical support inquiries
and accurate responses
Exercise sound judgment on ticket knowing when to resolve independently and when to escalate to a senior support specialist
Own your queue: manage ticket volume against SLA targets without sacrificing response quality
accurate ticket tagging and categorization to support team-wide reporting and trend visibility
Maintain a working knowledge of Harvey's core product features to provide clear and effective guidance
Follow established playbooks and macros with flag gaps or inconsistencies so the team can improve them over time
and knowledge base articles that streamline support for recurring surface content gaps when customer questions reveal missing or unclear documentation
Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume
Stay adaptable and proactive in a rapidly evolving startup environment
operating effectively even when processes or product features are changing quickly
How You'll Work.
Team & Collaboration
Partner with the Customer Education team
Communication Scope
written communication clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder
Full Job Description
WHY HARVEY At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re 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 1000+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re 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 is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW As a User Operations Specialist, you will be the first line of support for both internal teams and external customers. This role is designed for support professionals with prior customer-facing experience who thrive in fast-paced environments, are eager to keep growing, and are excited to contribute to Harvey's rapid growth. You'll focus on managing a high volume of non-technical support tickets, ensuring a seamless experience for our users. Over time, you'll have the opportunity to expand your technical skills, gain exposure to more complex support workflows, and progress within our User Operations team. This role is built for support professionals ready to deepen their foundation in a technical product environment. WHAT
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