Why This Job is Featured on The SaaS Jobs
This Technical User Operations Specialist role stands out in SaaS because it sits at the intersection of enterprise support and an AI-driven product used in professional services workflows. Weekend coverage signals a business with always-on usage patterns and customers who depend on reliable access, which is common in high-stakes SaaS platforms where downtime, authentication issues, and API errors carry real operational impact.
For SaaS career development, the work builds durable experience in diagnosing product behavior through logs, permissions, and integrations while translating technical findings into clear customer communication. The emphasis on documenting issues and contributing to FAQs and knowledge base materials also aligns with how mature SaaS support functions reduce ticket volume and improve product feedback loops. Exposure to API troubleshooting and cross-functional escalation is especially transferable across B2B platforms that serve technical stakeholders.
This role is best suited to professionals who enjoy structured shift ownership, consistent responsiveness, and methodical problem solving under time constraints. It will fit someone who prefers being close to customer reality, can balance empathy with precision, and wants a support position that stays technical rather than purely transactional.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1000+ customers in 58+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the User Operations Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.
This role follows a fixed Friday–Tuesday schedule, with weekend coverage included as part of the standard five-day workweek.
What You'll Do
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 a high level of responsiveness, reliability, and accountability during assigned support shifts.
Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues, escalate when appropriate, and contribute to a strong overall customer experience.
Maintain deep, up-to-date knowledge of products, features, and services to provide informed, current support.
Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials (e.g., FAQs and knowledge base articles).
Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.
What You Have
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), with the ability to build trust, connect with customers, and clearly explain complex technical concepts to both technical and non-technical audiences.
Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.
Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
Collaborative team player who builds positive cross-functional relationships while contributing effectively in a shared environment.
Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends and best practices.
Compensation
$94,000 - $126,000 USD
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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 accommodations@harvey.ai
