User Operations Specialist

What You'll Do

• Act as the first point of contact for non-technical support inquiries, ensuring timely, empathetic, and accurate responses.
• Exercise sound judgment on ticket routing; knowing when to resolve independently and when to escalate to a senior support specialist.
• Own your queue: manage ticket volume against SLA targets without sacrificing response quality. Customers should always receive accurate, complete answers that reflect Harvey's standard of care.
• Apply consistent, accurate ticket tagging and categorization to support team-wide reporting and trend visibility.
• Maintain a strong working knowledge of Harvey's core product features to provide clear and effective guidance.
• Follow established playbooks and macros with precision; flag gaps or inconsistencies so the team can improve them over time.
• Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions; surface content gaps when customer questions reveal missing or unclear documentation.
• Partner with the Customer Education team to flag areas where self-serve content can reduce repeat contact volume.
• Stay adaptable and proactive in a rapidly evolving startup environment, operating effectively even when processes or product features are changing quickly.

What You Have

• 2 years of professional experience in customer support at a SaaS company in the technology industry.
• Experience with customer support platforms (e.g. Zendesk, Salesforce) and working fluency with AI tools (e.g. ChatGPT, Claude, Gemini); you use them, not just know of them.
• Strong written communication skills; clear, professional, and appropriately calibrated to the audience, whether a law firm partner or an internal stakeholder.
• Comfort working in a fast-paced, high-growth environment with competing priorities and limited process documentation.
• High process consistency: you follow established workflows reliably and flag when something doesn't fit the playbook rather than improvising silently.
• Excellent organisational skills and attention to detail, including disciplined ticket hygiene.
• Comfort with ambiguity; you can make sound judgment calls and move forward without having every answer in front of you.
• Growth mindset and eagerness to learn technical concepts over time, with a clear interest in building toward more complex support scope.

Additional Information

• Location: Sydney, NSW (Hybrid with flexibility)
• Work eligibility: Must have valid Australian work rights; Harvey does not currently offer visa sponsorship for this role