Why Harvey

Harvey is a secure AI platform for legal and professional services that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized and developed by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world, including Paul Weiss, A&O Shearman, Ashurst, O'Melveny & Myers, PwC, KKR, and many others.
• Strategic investors: Raised over $500 million from strategic investors including Sequoia, Google Ventures, Kleiner Perkins, and OpenAI.
• World-class team: Harvey is hiring the best talent from DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Glean, Superhuman, Figma, and more.
• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.
• Performance: 4x ARR in 2024.
• Competitive compensation.

Role Overview

As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the APAC region User Operations Manager. Based in our Sydney office, you'll work a hybrid schedule (3 days in office, 2 days remote) during business hours to support our 24/7 global operations. This is an exciting opportunity to be part of our founding Sydney team, helping establish our local office culture.

Your role is crucial in providing empathetic and efficient support to our clients. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with prestigious clients to ensure a seamless support experience.

What You’ll Do

• Serve as the first point of contact for client support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
• Maintain a deep understanding of our products and services to provide knowledgeable support.
• Document client interactions and feedback to aid in continuous improvement of our services.
• Work closely with other departments to resolve client issues and contribute to the overall client experience.
• Stay informed of new product features and updates to provide accurate and current support.
• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.

What You Have

• 2+ years proven experience in a client/customer support role, ideally for a technical SaaS product or B2B technology company providing premium support to large and mid-market clients.
• Exceptional empathy and a genuine desire to help and connect with clients.
• Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
• Excellent organizational skills, capable of managing multiple tasks and priorities effectively.
• Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
• Verbal and written proficiency in Korean or Japanese is a plus, given our diverse customer base.
• Understanding of APIs, and ability to explain complex technical concepts to both technical and non-technical clients.
• Familiarity with client support tools and CRM systems; experience with Freshdesk is a plus.
• Ability to work collaboratively in a team environment and build positive working relationships across departments.
• A passion for learning and personal growth, with a commitment to staying informed about industry trends and best practices.

Additional Information for Postings

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

What We Offer

• Be part of building something special as a founding member of our Sydney team
• Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
• Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide

Please find our applicant privacy notice here.

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing interview-help@harvey.ai.

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