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About the Role

The User Operations Team Lead is a first-line leadership role for experienced support operators. This role combines hands-on technical support with coaching, process ownership, and team execution, acting as a player/coach to handle complex issues and improve support delivery.

Responsibilities

• Own a reduced support queue, meeting ticket goals with high quality and responsiveness.
• Serve as an escalation point for complex, technical, or high-risk customer issues.
• Apply advanced troubleshooting skills across product workflows, integrations, and edge cases.
• Identify emerging patterns in escalations and surface actionable insights to leadership.
• Maintain deep product knowledge and contribute to internal documentation, playbooks, and support content.
• Support onboarding and ramping of new hires through shadowing, feedback, and knowledge sharing.
• Review tickets, internal requests, and QA outputs, providing clear, actionable coaching.
• Mentor Specialists through regular feedback, informal 1:1s, and shared learning moments.
• Model excellent judgment, prioritization, and customer communication in high-pressure situations.
• Lead 3–5 small projects or experiments per quarter focused on improving efficiency, quality, or customer experience.
• Propose and implement workflow, tooling, or documentation improvements.
• Build lightweight systems (macros, checklists, templates, SOPs) that scale best practices across the team.
• Help codify tribal knowledge into repeatable processes.
• Own and monitor team-level signals such as CSAT, first response time, queue health, and quality benchmarks.
• Use data to help identify gaps, prioritize improvements, and inform team-level decisions.
• Share insights regularly with the User Operations Manager to support broader operational planning.
• Represent User Operations in cross-functional discussions with Product, Engineering, and GTM partners.
• Partner closely with Product and Engineering on escalations, bug investigations, and customer-impacting issues.
• Help communicate launches, incidents, and changes clearly and consistently within the team.

Requirements

• 3-5+ years of experience in customer support or user operations, ideally in a high-growth SaaS environment.
• Proven strength as a senior IC or informal team lead, with experience acting as an escalation point.
• Strong technical troubleshooting ability and comfort working across multiple systems and tools.
• Experience improving support workflows, documentation, or tooling—not just executing existing processes.
• Ability to coach others with clarity, empathy, and high standards.
• Data-informed mindset with experience using support metrics to guide decisions.
• Excellent written and verbal communication skills, especially in high-stakes or ambiguous situations.
• Comfort operating in environments with evolving processes and limited structure.

Experience Level

• 3-5+ years

About the Company

• 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 are 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.
• With 2400+ customers in 70+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time.
• 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.
• At Harvey, the future of professional services is being written today — and we’re just getting started.

Equal Opportunity

• 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