Support Operations Manager, User Operations

Harvey AI Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Support Operations Manager at Harvey AI Inc., you will play a pivotal role in transforming support from a reactive function into a strategic, scalable advantage by building the systems, processes, and cross-functional partnerships that power world-class user operations during a period of rapid global growth.
• You will report to the Head of User Operations and sit at the critical intersection of Support, Product, Engineering, and Go-to-Market, owning high-impact initiatives that improve support quality, drive efficiency, and ensure proactive customer enablement as Harvey scales to serve 1000+ customers across 60+ countries.
• Your day-to-day responsibilities will include hiring, managing, and developing a team of support operations specialists by setting clear goals, providing regular feedback, and fostering an environment where the team can excel and grow professionally.
• You will lead cross-functional initiatives to design and optimize end-to-end support workflows, ensuring they are scalable, efficient, and aligned with business objectives as customer complexity increases.
• You will own and evolve support tooling—particularly Zendesk—by identifying automation opportunities, improving reporting capabilities, reducing manual work, and enhancing response times through strategic configuration and integration.
• You will define, track, and report on key support metrics including SLA adherence, CSAT, quality scores, and volume trends, building dashboards and reporting cadences that surface actionable insights for leadership and drive continuous improvement.
• You will partner with Voice of the Customer and Engineering teams to formalize feedback loops, ensuring customer pain points are systematically captured and inform product roadmap decisions.
• You will collaborate with Support Managers to refine QA frameworks, enhance training programs, and strengthen performance management systems, reducing friction for frontline specialists through better documentation and clearer ownership.
• You will contribute to the development of hiring profiles, onboarding programs, and career pathing initiatives as the support operations team scales, ensuring consistency and quality in talent acquisition and development.
• You will operate with autonomy in ambiguous environments, turning loosely defined problems into structured solutions by applying systems thinking, data fluency, and strong stakeholder influence across Product, Engineering, and GTM teams.
• You will leverage your experience with AI-driven support tools to enable intelligent triage, deflection, agent assistance, and proactive customer experiences, aligning with Harvey’s mission to transform professional services through frontier agentic AI.

🎯 Requirements

• 5+ years of experience in Support or Customer Experience Operations servicing B2B Enterprise to SMB accounts.
• Proven experience leading cross-functional initiatives that improved operational efficiency and customer experience.
• Direct experience managing and developing a team, including hiring, goal-setting, coaching, and providing feedback.
• Strong systems thinking with expertise in designing workflows, escalation models, and scalable support infrastructure.
• Deep familiarity with modern support tooling (e.g., Zendesk) and a track record of optimizing them for scale.
• Success using AI-driven tools to transform support outcomes, including intelligent triage, deflection, and agent enablement.
• Data fluency: comfortable defining metrics, building reports, and translating insights into action.
• Strong communication skills with the ability to influence stakeholders across Product, Engineering, and GTM teams.
• Ability to operate autonomously in ambiguous environments and turn loosely defined problems into structured solutions.
• Experience building support operations from early-stage through scale.
• Experience implementing QA frameworks or knowledge management systems.

🏖️ Benefits

• Competitive compensation range of $174,000 - $236,000 USD.
• Opportunity to join a fast-scaling, mission-driven company with 1000+ customers in 60+ countries and strong product-market fit.
• Work alongside a sharp, motivated team committed to excellence and ownership in solving real customer problems.
• Hybrid remote flexibility with the ability to operate autonomously while contributing to a high-intensity, high-growth environment.
• Clear path for personal, professional, and financial growth as Harvey defines a new category in professional services at a true inflection point.
• Access to world-class investor backing and the chance to help build a generational company transforming how critical knowledge work gets done.

Skills & Technologies

Remote

$174k-236k

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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