Job Overview
Location
London
Job Type
Full-time
Category
HR & Recruiting
Date Posted
July 10, 2026
Full Job Description
đź“‹ Description
- • Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement.
- • Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals.
- • Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs.
- • Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning.
- • Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements.
- • Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement.
- • Implement and refine standard operating procedures to support global consistency and high-volume operations.
- • Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.
- • 4+ years of experience in customer support or user operations, with 2+ years managing teams in a fast-paced, high-volume environment.
- • Proven ability to drive accountability and performance through clear goals, metrics, and coaching.
- • Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity.
- • Demonstrated experience scaling support operations and improving processes for efficiency and quality.
- • Strong analytical mindset with experience interpreting data to make informed operational decisions.
- • Excellent communication and collaboration skills across Product, Engineering, and Customer Success.
- • Deep familiarity with Freshdesk, or similar support platforms.
- • Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence.
🏖️ Benefits
- • Competitive salary
- • Comprehensive benefits package
- • Opportunity for growth and professional development
- • Collaborative and dynamic work environment
🎯 Requirements
- • 4+ years of experience in customer support or user operations, with 2+ years managing teams in a fast-paced, high-volume environment.
- • Proven ability to drive accountability and performance through clear goals, metrics, and coaching.
- • Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity.
- • Demonstrated experience scaling support operations and improving processes for efficiency and quality.
- • Strong analytical mindset with experience interpreting data to make informed operational decisions.
- • Excellent communication and collaboration skills across Product, Engineering, and Customer Success.
- • Deep familiarity with Freshdesk, or similar support platforms.
- • Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence.
🏖️ Benefits
- • Competitive salary
- • Comprehensive benefits package
- • Opportunity for growth and professional development
- • Collaborative and dynamic work environment
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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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