User Operations Manager, 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
- 4+ years of experience in a customer support or user operations role, with at least 2 years in a leadership capacity
- Proven experience managing and scaling support teams in a fast-paced environment
- Strong ability to balance strategic thinking with hands-on execution in daily support operations
- Experience supporting enterprise and mid-market customers, with a focus on white-glove service and operational efficiency
- Deep familiarity with Freshdesk or similar customer support platforms
- Excellent problem-solving skills and a data-driven approach to decision-making
- Strong communication and collaboration skills, with experience working cross-functionally across Product, Engineering, and Customer Success teams
- A passion for customer experience and a drive to continuously improve support processes and outcomes
What the job involves
- Harvey is looking for a User Operations Manager to lead a small but high-impact team focused on delivering exceptional customer support. Reporting directly to the Head of User Operations, you will play a crucial role in ensuring a seamless, high-quality experience for our customers
- As the User Operations Manager, you will oversee day-to-day support operations while collaborating closely with global User Operations and cross-functional teams to drive continuous improvement. You will play a critical role in team leadership, operational excellence, and scaling Harvey’s support infrastructure to meet the needs of our growing customer base
- This is an exciting opportunity for a customer-centric leader who thrives in a fast-paced environment and is passionate about building high-performing support teams
- Lead and manage a small team of User Operations Specialists, fostering a culture of customer-first problem-solving and operational excellence
- Ensure best-in-class customer support, particularly for enterprise customers, by refining processes and optimizing support workflows
- Drive efficiency and scalability in customer support by developing self-service resources, knowledge bases, and automation strategies
- Monitor team performance and KPIs, ensuring alignment with company-wide goals for customer satisfaction and operational effectiveness
- Collaborate with Product, Engineering, and Go-to-Market teams to ensure smooth escalation processes and feedback loops for product improvements
- Oversee support tooling and infrastructure, particularly leveraging Intercom, to enhance customer interactions and streamline operations
- Analyze customer support data to identify trends, improve processes, and enhance overall user experience
- Hire, train, and develop team members, ensuring a high level of expertise and continuous learning within the team
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
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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