Technical User Operations Specialist - Weekend Coverage

Harvey

1d • $94,000 - $126,000

About The Position

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 Friday–Tuesday schedule, with weekend coverage included as part of the standard five-day workweek.

Requirements

• 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
• 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.

Nice To Haves

• experience with Intercom is a plus.

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed