Technical Support Operations Manager, Harvey
U.S
$144-216k
+ Equity
Domain-specific AI for legal and professional services
Open for applications
Domain-specific AI for legal and professional services
501-1000 employees
Open for applications
$144-216k
+ Equity
501-1000 employees
Company mission
To help professionals develop expertise, faster.
Role
Who you are
- 4+ years of experience in customer support or user operations, with 2+ years managing teams in a fast-paced, high-volume environment
- Proven ability to drive accountability and performance through clear goals, metrics, and coaching
- Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity
- Demonstrated experience scaling support operations and improving processes for efficiency and quality
- Strong analytical mindset with experience interpreting data to make informed operational decisions
- Excellent communication and collaboration skills across Product, Engineering, and Customer Success
- Deep familiarity with Freshdesk, or similar support platforms
- Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence
What the job involves
- Harvey is looking for a User Operations Manager to lead a high-performing, fast-paced support team that delivers exceptional experiences for our customers. Reporting to the Head of User Operations, you’ll be responsible for driving operational excellence, accountability, and continuous improvement within Harvey’s global support organization
- You’ll balance strategic oversight with hands-on execution — ensuring our team consistently delivers timely, high-quality support to enterprise and mid-market customers. This is a role for a leader who thrives in motion: you’re proactive, decisive, and deeply motivated by achieving results through your team
- You’ll play a critical role in shaping the systems, culture, and cadence of a growing support organization — ensuring every customer interaction reflects Harvey’s commitment to speed, clarity, and excellence
- Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement
- Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals
- Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs
- Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning
- Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements
- Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement
- Implement and refine standard operating procedures to support global consistency and high-volume operations
- Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs
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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