User Operations Specialist, Harvey
EMEA
Generative AI for legal teams
Open for applications
Generative AI for legal teams
201-500 employees
Open for applications
201-500 employees
Company mission
To help build the future of professional services.
Role
Who you are
- 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
- 2+ years proven experience in a customer support role, preferably in a high-tech or fast-paced environment providing “white glove” or “premium support” to large enterprise customers
- Exceptional empathy and a genuine desire to help and connect with customers
- Strong problem-solving skills, with the ability to think creatively and resolve complex issues
- Excellent organizational skills, capable of managing multiple tasks and priorities effectively
- Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner
- Understanding of API's, and ability to explain complex API concepts to both technical and non-technical customers
- Familiarity with customer support tools and CRM systems; experience with Intercom is a plus
- Ability to work collaboratively in a team environment and build positive working relationships across departments
- A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices
What the job involves
- As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the Head of User Operations
- Your role is crucial in providing empathetic and efficient support to our customers
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions
- Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness
- Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed
- Maintain a deep understanding of our products and services to provide knowledgeable support
- Document customer interactions and feedback to aid in continuous improvement of our services
- Work closely with other departments to resolve customer issues and contribute to the overall customer experience
- Stay informed of new product features and updates to provide accurate and current support
- Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles
Salary benchmarks
Our take
The explosive popularity of generative AI tools has seen specialized solutions popping up for all kinds of industries. Hoping to help supercharge efficiency and productivity for legal teams, Harvey supplies Gen AI that can assist with documentation, as well as aid research and optimize workflows.
Via natural language instructions, Harvey helps draft and analyze legal documents. It can also answer complex questions across large document sets, or even handle research queries that cover multiple domains in legal, regulatory and tax.
Its ability to support legal practitioners as if it's another member of the team is what makes Harvey particularly interesting. This approach has seen the company raise substantial funding, reaching Unicorn status in 2024. Funds will be used to expand to new geographies, grow headcount and further collect and curate data to train more “domain-specific” AI models.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 6 rounds)
Feb 2025
$300m
SERIES D
Jul 2024
$100m
SERIES C
Total funding: $506.1m
Company benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Winston Weinberg
(CEO)Graduated with a Juris Doctor from the USC Gould School of Law, then spent 1 year as an Associate at O'Melveny & Myers before founding Harvey.
Gabe Pereyra
(President)Previously worked as a Research Scientist at Meta and DeepMind. Also spent a year as a Brain Resident at Google.
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