기업 고객을 대상으로 AI 제품의 기술 지원을 담당하며, 수요일부터 일요일까지 근무하는 고정 스케줄이 필수예요. 3년 이상의 기술 지원 경력이 필요하며, 특히 엔터프라이즈 고객 대상의 프리미엄 지원 경험을 요구해요. API 문제 해결 능력과 CRM 도구 활용 능력이 필수적이며, 주 3일 사무실 출근이 포함된 하이브리드 근무를 수행해요. 사용자 운영 매니저에게 보고하며 팀의 일원으로서 독립적인 업무 수행과 협업을 병행해요.
At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.
At Harvey, the future of professional services is being written today — and we’re just getting started.
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. 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.
This role follows a fixed Wednesday-Sunday schedule, with weekend coverage included as part of the standard five-day workweek.
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.
Structured hybrid working arrangement: 3 days in office, 2 days working from home
A comprehensive 4-week onboarding and training program designed to set you up for success from day one
Professional development stipend to support your continued learning and growth
Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide
Be part of building something special as we continue to build support operations at Harvey
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.
Proficiency with customer support tools and CRM systems.
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.
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
