Harvey
Technical User Operations Specialist, Weekend Coverage (Sun-Thur), EMEA
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Technical User Operations Specialist, Weekend Coverage (Sun-Thur), EMEA
Why Harvey?
We’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping knowledge work for decades to come.
This is a rare chance to help build a generational company at its true inflection point. With 1500+ customers across 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast. The work is ambitious, the expectations high, and the opportunity for career impact, growth, and financial success unmatched.
Our team operates with speed, risk-takes ownership, and lives our mission. Three core values guide us:
- Decisiveness – Strong judgments from clear information, not analysis paralysis
- Simplicity – It’s what scales product and culture alike
- Job’s Not Finished – Never satisfied with “enough,” always striving for more
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’ll be the frontline support lead in our User Operations team, reporting to the User Operations Manager. Your role involves delivering empathetic, efficient support—balancing technical expertise with problem-solving to ensure seamless customer experiences.
This position operates on a fixed Sunday-Thursday workweek, including weekend coverage.
Key Responsibilities
- Serve as the primary point of contact for complex customer inquiries, resolving technical and product issues, including:
- AI output quality
- App/library access
- API and authentication problems
- Error log diagnostics
- Prioritise tropical support while maintaining responsiveness, accountability, and procedural compliance
- Maintain deep knowledge of product features, improving support resources yet keeping communication clear for all users
- Capture, document, and analyse:
- Customer issues
- Feedback
- Interaction trends to inform improvements in FAQs, process documentation, and KB content
- Independently own support tasks for assigned shifts, owning the experience from first point of contact through resolution.
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Ambition-Lum
As a User Operations Specialist, you’ll not only master daily support challenges but also have the opportunity to shape future evaluation workflows, documentation, and strategies for enterprise operations.
What You’ll Do
- Perform the first call and issue resolution as primary contact, resolving AI-related, product, and ingestion integration issues.
- Efficiently organise shifting priorities during each shift, following established customer support procedures.
- Cross-functionally troubleshoot intricate issues, proactively escalate where needed, and maintain exceptional customer experience.
- Constantly refine and improve own support efficiency, individual case resolution effectiveness, and the collaborative mentoring of negotiation shift perspective.
- Develop and expand documentation around Humber’s capabilities, best practices, determining support policy, and progress of specific technical support issues to support the full Ops vision.
What We Offer
- Hybrid benefits: 3 in-office, 2 in-home days.
- A 4-week structured training and onboarding programme tailored for deep industry and product integration.
- Career growth investment with a development stipend for professional/skill upscaling.
- High-impact role enabling you to lead regional initiatives shaping next-gen support at Harvey.
- Join a company defining a new category of professional services—we’re just getting started.
What You Have
3+ years building and scaling high-performant, enterprise-grade support teams—specialising in:
- White-glove/premium support to enterprise customers requiring AI products.
- Mastering linked data resolutions, policy and customer interface decision making. Balancing reactive and proactive analysis on commitment return, specifically in data governance for financial and identity verification evaluation.
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Core Competencies
- Deep empathy in fast-paced environments, with exceptional communication skills—verbally and in writing—demonstrable through success in multi-vector escalation management, trust-building, and pedestrian similes in communicating with varied audiences.
- Problem-solving as a standard mindset—diangosing high-value pain-points and root cause solutions efficiently within resource dynamics.
Critical and analytical mindset; passionate about ongoing curiosity and authentic knowledge acquisition across relevant domains—technical problems and industry parachutes.
Essential Technical Background
- APIs: Experience with troubleshooting and troubleshooting interface visibility using distraction-aware cognisance of technical systems.
- Understanding key elements of how AI/ML systems integratively support complex workflows.
Preferred Background
- Proficiency with CRM/ORM type tools (e.g., Salesforce, Zendesk, service remodelling experience).
- Experience leaning into operational success mapping through quantified outcome-focussed tailoring.
Must-haves
- Team player & colleague collaborator—valuing information flow, bridging perspectives between teams, and fatherhood/livelihood involvement.
- Innovative executor—thrives on circumstances providing opportunities for initiative and cathartic analysis.
Equality & Disclosure
Harvey is an equal opportunity employer and does not discriminate based on race, gender, sexuality, gender identity, national origin, disability, age, genetic information, or any other factor protected by law.
Privacy Notice Access: Depending on your location, an Applicant Privacy Notice may apply. A full repository of our notices is available here.
Accommodation requests for qualified applicants with disabilities: email your compliant requests to accommodations@harvey.ai.
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