User Operations Manager, EMEA

harvey.ai; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An exciting opportunity awaits at a forward-thinking company, seeking a User Operations Manager to lead a dynamic team dedicated to exceptional customer support. In this pivotal role, you will oversee daily operations, optimize workflows, and ensure a seamless experience for enterprise customers. With a strong emphasis on operational excellence and team development, you'll collaborate with cross-functional teams to drive improvements and scale support infrastructure. If you thrive in a fast-paced environment and are passionate about enhancing customer experiences, this role offers the chance to make a significant impact in a rapidly growing startup.

Qualifications

• 4+ years in customer support, 2+ years in leadership.
• Experience with enterprise customers and operational efficiency.

Responsibilities

• Lead a team of User Operations Specialists focused on customer support.
• Drive efficiency and scalability in support operations.

Skills

Customer Support

Team Leadership

Problem-Solving

Communication Skills

Data Analysis

Operational Efficiency

Tools

Intercom

Freshdesk

Job description

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

Harvey is looking for a User Operations Manager to lead a small but high-impact team focused on delivering exceptional customer support. Reporting directly to the Head of User Operations, you will play a crucial role in ensuring a seamless, high-quality experience for our customers.

As the User Operations Manager, you will oversee day-to-day support operations while collaborating closely with global User Operations and cross-functional teams to drive continuous improvement. You will play a critical role in team leadership, operational excellence, and scaling Harvey’s support infrastructure to meet the needs of our growing customer base.

This is an exciting opportunity for a customer-centric leader who thrives in a fast-paced environment and is passionate about building high-performing support teams.

What You’ll Do

• Lead and manage a small team of User Operations Specialists, fostering a culture of customer-first problem-solving and operational excellence.
• Ensure best-in-class customer support, particularly for enterprise customers, by refining processes and optimizing support workflows.
• Drive efficiency and scalability in customer support by developing self-service resources, knowledge bases, and automation strategies.
• Monitor team performance and KPIs, ensuring alignment with company-wide goals for customer satisfaction and operational effectiveness.
• Collaborate with Product, Engineering, and Go-to-Market teams to ensure smooth escalation processes and feedback loops for product improvements.
• Oversee support tooling and infrastructure, particularly leveraging Intercom, to enhance customer interactions and streamline operations.
• Analyze customer support data to identify trends, improve processes, and enhance overall user experience.
• Hire, train, and develop team members, ensuring a high level of expertise and continuous learning within the team.

What You Have

• 4+ years of experience in a customer support or user operations role, with at least 2 years in a leadership capacity.
• Proven experience managing and scaling support teams in a fast-paced environment.
• Strong ability to balance strategic thinking with hands-on execution in daily support operations.
• Experience supporting enterprise and mid-market customers, with a focus on white-glove service and operational efficiency.
• Deep familiarity with Freshdesk or similar customer support platforms.
• Excellent problem-solving skills and a data-driven approach to decision-making.
• Strong communication and collaboration skills, with experience working cross-functionally across Product, Engineering, and Customer Success teams.
• A passion for customer experience and a drive to continuously improve support processes and outcomes.

Please find our UK 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 in the early innings of a generational company. Joining early at a hypergrowth startup has proven to lead to exponential growth in responsibility, access, and ability. Apply here today!