Technical User Operations Specialist, Harvey
Specialist Weekend Coverage
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Domain-specific AI for legal and professional services
Job no longer available
Domain-specific AI for legal and professional services
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
To help professionals develop expertise, faster.
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
- 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
- Familiarity with customer support tools and CRM systems; experience with Intercom is a plus
- 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
What the job involves
- 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
- 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
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 generative 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 are now being 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 10 rounds)
Mar 2026
$200m
LATE VC
Oct 2025
$59m
GROWTH EQUITY VC
Total funding: $1.2bn
Company HQ
Financial District, San Francisco, CA
Leadership
Winston Weinberg
(Co-Founder & 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
(Co-Founder & 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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