SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Harvey is an AI platform transforming legal and professional services through frontier agentic AI and enterprise-grade infrastructure. The company serves 2400+ customers across 70+ countries and is backed by world-class investors.
As a Technical User Operations Specialist on the EMEA team, you will be the frontline support contact for enterprise customers, reporting to the User Operations Manager. This is a hybrid role based in London with a fixed Wednesday–Sunday schedule (3 days in office, 2 days remote).
Key responsibilities include:
- Serving as first point of contact for customer support inquiries, delivering empathetic and timely resolutions for technical and product issues (AI output quality, app access, APIs, authentication, error logs)
- Managing multiple competing priorities while maintaining high responsiveness and accountability during assigned shifts
- Collaborating with teammates and cross-functional partners to troubleshoot complex issues and escalate appropriately
- Maintaining deep knowledge of products, features, and services to provide informed support
- Documenting customer interactions and feedback to drive continuous improvement of products and support materials (FAQs, knowledge base)
- Owning tasks independently while contributing to team workflows and process refinement
Required qualifications:
- 3+ years of proven experience in fast-paced technical support, ideally delivering white-glove or premium support to large enterprise customers for AI-driven products
- Exceptional empathy and communication skills (written and verbal); ability to build trust and explain complex technical concepts to both technical and non-technical audiences
- Strong problem-solving and critical-thinking abilities with creative diagnostic approaches
- Highly organized and adaptable; able to manage multiple tasks and competing priorities
- Solid understanding of APIs with ability to troubleshoot and articulate API-related concepts
- Proficiency with customer support tools and CRM systems
- Collaborative team player who builds positive cross-functional relationships
- Demonstrated passion for learning and continuous improvement
Harvey offers a comprehensive 4-week onboarding program, professional development stipend, and opportunities to work on cross-functional projects impacting user operations company-wide.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
