Enterprise AI User Operations Specialist - Hybrid

Harvey, Inc.; Dublin; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work arrangement

Onboarding program

Development stipend

Cross-functional projects

Growth opportunities

Job summary

Harvey is seeking a User Operations Specialist in Ireland to join the frontline support within the User Operations team. You will report to the User Operations Manager and deliver empathetic, efficient support to enterprise customers, handling multiple priorities and collaborating cross-functionally to ensure a seamless experience.

This role follows a fixed Wednesday-Sunday schedule with weekend coverage as part of the standard five-day workweek.

Qualifications

• 3+ years of proven experience in a fast-paced technical support role delivering white-glove or premium support to large enterprise customers for AI-driven products.
• Exceptional empathy and communication skills (written and verbal).
• Strong problem-solving and critical-thinking abilities.
• Solid understanding of APIs and how to troubleshoot API-related concepts.
• Proficiency with customer support tools and CRM systems.
• Collaborative team player who builds positive cross-functional relationships.
• Demonstrated passion for learning and staying current on industry trends.

Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues (including AI output quality, app access, APIs, authentication, and error logs).
• Manage multiple competing priorities while maintaining high responsiveness, reliability, and accountability during assigned support shifts.
• Collaborate with teammates and cross-functional partners to troubleshoot complex issues and contribute to a strong overall customer experience.
• Maintain up-to-date knowledge of products, features, and services to provide informed support.
• Document customer interactions, issues, and feedback to support continuous improvement of products and processes.
• Own tasks independently while contributing to team workflows and refining support processes.

Skills

White-glove support

API troubleshooting

CRM systems

Empathy & communication

Problem solving

Job description

Harvey is seeking a User Operations Specialist in Ireland to join the frontline support within the User Operations team. You will report to the User Operations Manager and deliver empathetic, efficient support to enterprise customers, handling multiple priorities and collaborating cross-functionally to ensure a seamless experience.

This role follows a fixed Wednesday-Sunday schedule with weekend coverage as part of the standard five-day workweek.