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Harvey is an AI platform transforming legal and professional services through frontier agentic AI and enterprise-grade infrastructure. Founded in 2022 and headquartered in San Francisco, the company serves 2400+ customers across 70+ countries with strong product-market fit and world-class investor backing.
The User Operations Team Lead is a first-line management role balancing hands-on technical support with team coaching, process ownership, and operational execution. This is a player-coach position ideal for experienced support operators ready to scale their impact beyond individual ticket resolution.
Key responsibilities include: owning a reduced but meaningful support queue while serving as an escalation point for complex, technical, or high-risk customer issues; coaching and mentoring support specialists through onboarding, feedback, and knowledge sharing; leading 3–5 quarterly improvement projects focused on efficiency, quality, or customer experience; building lightweight systems (macros, checklists, templates, SOPs) that codify best practices; monitoring team-level metrics (CSAT, first response time, queue health, quality benchmarks) and using data to inform decisions; and representing User Operations in cross-functional discussions with Product, Engineering, and GTM partners.
Required qualifications: 3–5+ years in customer support or user operations, ideally in high-growth SaaS; proven strength as a senior individual contributor or informal team lead with escalation experience; strong technical troubleshooting across multiple systems; experience improving support workflows, documentation, or tooling; ability to coach with clarity, empathy, and high standards; data-informed mindset; excellent written and verbal communication; and comfort in evolving, less-structured environments.
Harvey values decisiveness, simplicity, and relentless execution. The team moves fast, takes ownership, and is deeply committed to reshaping how critical knowledge work gets done.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
