[Remote] Technical User Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate by combining AI with an enterprise-grade platform. As a User Operations Specialist, you will provide empathetic and efficient support to customers, manage multiple priorities, and collaborate with cross-functional teams to ensure a seamless support experience.ResponsibilitiesServe 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 shiftsCollaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experienceMaintain deep, up-to-date knowledge of products, features, and services to provide informed, current supportDocument 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 processesSkills3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven productsExceptional 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 audiencesStrong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issuesHighly organised and adaptable, able to manage multiple tasks and competing priorities effectivelySolid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearlyProficiency with customer support tools and CRM systemsCollaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environmentDemonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practicesBenefitsOffers EquityOffers BonusHybridWe are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [email protected] OverviewHarvey provides AI-driven tools to assist legal professionals with research, document review, and contract analysis. It was founded in 2022, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://harvey.ai.